Online Access Free ITIL-4-Specialist-High-velocity-IT Practice Test

An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.
What does this situation describe?

• A.IT transformation
• B.Digital organization
• C.High velocity IT
• D.Digital transformation

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is the BEST example of an experience metric that can be included in the SLA?

• A.Customer satisfaction with the helpline
• B.Percentage of issues resolved within the first call
• C.Total number of calls answered per day
• D.Average call handling time

A service provider is planning to onboard a new desktop service for a new customer.
Which activity will be carried out by the customer?

• A.Creating service level agreements
• B.Ensuring hardware compatibility with the desktop service
• C.Training users in the correct procedures for accessing support for the desktop service
• D.Setting up remote access tools for the service provider

How can an organization facilitate positive outcomes and experiences throughout the customer journey?

• A.By optimizing the use of resources during the service lifecycle
• B.By being fair and transparent with costs
• C.By ensuring key risks have been identified and addressed
• D.By understanding service consumer needs and desires

A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
* Tactic 1 - acquire new resilient infrastructure
* Tactic 2 - launch services by region
* Operational plan 1 - operate infrastructure to meet service levels
* Operational plan 2 - train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?

• A.Ensure improved handling of service requests by training staff
• B.Increase revenue by introducing a new range of services
• C.Identify customer needs for new services by researching market
• D.Ensure successful deployment by preparing implementation plan for new services