ITIL 4 Specialist: High-velocity IT Exam (ITIL-4-Specialist-High-velocity-IT) Free Practice Test

Question 1

A sales team is thinking of implementing a new customer relationship management (CRM) service to increase revenue and improve the customer experience. The sales manager has asked the provider of the CRM service to describe how the service will support the team's goals.
Which are the TWO BEST examples the service provider can present as evidence that value had been realized?
The sales team will be able to:
* Use data analytics to sell more products to its customers
* Send customers quick and personalized responses to enquiries
* Receive training on the basic features of the service
* Provide more frequent reports to the sales manager

A. 1 and 4

B. 1 and 2

C. 2 and 3

D. 3 and 4

Correct Answer: B

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Question 2

A newly-formed site reliability engineering (SRE) team is focused on increasing the resilience of IT systems.
The team is investigating tooling options that can be used to diagnose issues and automate operational responses.
Which practice would BEST help this team?

A. Monitoring and event management

B. Infrastructure and platform management

C. Service continuity management

D. Software development and management

Correct Answer: A

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Question 3

A development and operations team experienced a major service outage during a release. After recovery, senior leaders want to understand what happened and prevent recurrence, but they also want to avoid a blame culture that discourages openness.
Which approach is BEST?

A. Conduct a blameless post-mortem focused on learning

B. Suspend the staff involved until the investigation is complete

C. Escalate the issue directly to supplier management

D. Limit the review to technical logs only

Correct Answer: A

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Question 4

How can a service provider BEST improve its use of the ' capacity and performance management ' practice to achieve more ' resilient operations ' ?

A. By managing knowledge about live products and services

B. By assessing improvement opportunities to reduce technical debt

C. By providing warranty requirements to the software development team

D. By providing a common approach for investigating the causes of incident

Correct Answer: B

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Question 5

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 running workshops where people discuss scenarios that have ethical significance

D. By using agile methods to ensure people focus on the detail of each individual sprint

Correct Answer: C

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Peoplecert ITIL 4 Specialist: High-velocity IT (ITIL-4-Specialist-High-velocity-IT) Free Practice Test