peoplecert itil 4 specialist high velocity it practice test
ITIL 4 Specialist: High-velocity IT Exam
Last exam update: Nov 18 ,2025
Page 1 out of 7. Viewing questions 1-15 out of 96
Question 1
How can an organization facilitate positive outcomes and experiences throughout the customer journey?
A.
By being fair and transparent with costs
B.
By optimizing the use of resources during the service lifecycle
C.
By understanding service consumer needs and desires
D.
By ensuring key risks have been identified and addressed
Answer:
C
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Question 2
Which is an example of planning for value co-creation?
A.
Defining KPIs for service quality that align with internal team objectives
B.
Agreeing with a customer the service desk team's response times for each method of user contact
C.
Documenting user feedback in a service improvement register
D.
Setting expectations with a vendor for service delivery
Answer:
B
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Question 3
Which statement about the end-to-end customer journey is CORRECT?
A.
It reflects an overall perception of the customer’s experience
B.
It involves only the stages of service delivery and resolution
C.
It excludes customer interactions outside of the organization’s processes
D.
It focuses exclusively on technical service outcomes
Answer:
A
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Question 4
Which statement about service requests is CORRECT?
A.
Service requests are always handled as incidents
B.
Service requests are submitted via agreed channels
C.
Service requests require approval from senior management
D.
Service requests are only applicable for IT-related needs
Answer:
B
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Question 5
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?
A.
Using a manual process for each update
B.
Using a push method to check the user's device each time it is connected
C.
Allowing users to pull updates when they choose
D.
Sending email notifications for manual installation of updates
Answer:
B
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Question 6
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
A.
Impact
B.
Risk
C.
Priority
D.
Availability
Answer:
B
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Question 7
A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected. Which is the BEST thing the service provider can do about this?
A.
Identify ways to improve service levels, and discuss the cost of these improvements with the customers
B.
Focus on technical excellence to further improve services
C.
Analyze customer feedback to understand and address unmet expectations
D.
Provide additional training to customers on using the service
Answer:
A
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Question 8
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team. The members of the team cannot agree on the process that they should use to evaluate the products. Which step should the team complete LAST?
A.
Define requirements for configuring the product
B.
Analyze the costs of implementing the product
C.
Identify the technical compatibility of the product
D.
Evaluate user feedback on product prototypes
Answer:
A
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Question 9
Which is a valid description of the priorities when using agile development methods?
A.
Responding to changes over following a plan
B.
Following a fixed schedule over flexibility
C.
Prioritizing documentation over adaptability
D.
Maintaining strict guidelines over innovation
Answer:
A
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Question 10
What should be done FIRST when designing a customer journey?
A.
Defining the desired outcome and the value proposition
B.
Mapping the technical requirements for service delivery
C.
Identifying potential risks to the journey
D.
Creating a feedback loop for customer input
Answer:
A
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Question 11
Which stakeholders should assess and evaluate value realization?
A.
Only the service consumer
B.
Both the service consumer and the service provider
C.
Only the service provider
D.
Independent third-party auditors
Answer:
B
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Question 12
An organization introduced a dedicated team of support agents, which answers questions, provides consultations, and fulfills a range of predefined changes initiated by external users with higher levels of subscription. Which practice ensures effective fulfillment of these service actions?
A.
Incident management
B.
Service request management
C.
Problem management
D.
Change enablement
Answer:
B
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Question 13
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design. Which practice includes activities which could have helped to avoid this situation?
A.
Change enablement
B.
Business analysis
C.
Service level management
D.
Incident management
Answer:
B
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Question 14
What is the BEST way of demonstrating that user feedback is taken seriously, and is appropriately acted upon, in order to encourage more feedback in the future?
A.
Sending surveys to users after every incident is resolved
B.
Regularly provide updates about service improvements made as a result of user feedback
C.
Implementing an automated feedback response system
D.
Publicly acknowledging the users who provided feedback
Answer:
B
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Question 15
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services. Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?