ITIL 4 Specialist High-Velocity IT Exam - Free ITIL Questions and Answers

Question #1 (Topic: Exam A)

Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk.
Which is the BEST improvement approach?

A. Improve service desk staff training so that they have more empathy with users and avoid asking unnecessary questions B. Integrate the communication channels to enable the sharing of information and consistent support across channels C. Improve user training so that they provide all the information that is needed whenever they contact the service desk D. Create separate channels for incidents and requests so that issues affecting customers can be prioritized, tracked more effectively, and resolved without being lost among routine service requests

Answer: B

Question #2 (Topic: Exam A)

From the perspective of the service provider, which statement about the digital product lifecycle is CORRECT?

A. It begins when the service consumer is being onboarded B. It begins with researching and developing the offering C. It ends when a consumer decides to terminate the engagement with the provider D. It ends when a provider decides to terminate the engagement with a consumer

Answer: B

Question #3 (Topic: Exam A)

What is the BEST way for a software development organization to encourage ethical behaviours?

A. By defining policy that requires ethics to be considered by staff B. By using machine learning algorithms to take decisions, instead of relying on people C. By using agile methods to ensure people focus on the detail of each individual sprint D. By running workshops where people discuss scenarios that have ethical significance

Answer: D

Question #4 (Topic: Exam A)

An organization has begun using its knowledge management system to store virtual server configuration files. It has also adapted its 'change enablement' and 'deployment management' practices to use infrastructure as code.
Which high-velocity IT objective is BEST supported by this?

A. Co-created value B. Assured conformance C. Valuable investments D. Fast development

Answer: B

Question #5 (Topic: Exam A)

In the context of Toyota Kata, what is the BEST way to answer the question 'How do we get there?'?

A. Experimentation B. Careful planning C. Iteratively D. Collaboratively

Answer: A

ITIL ITIL 4 Specialist High-Velocity IT - ITIL 4 Specialist High-Velocity IT Exam