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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

Peoplecert ITIL 4 Specialist: High-Velocity IT Sample Questions:

1. The service desk team at a small university provides a walk-in service for its students from 8:00 to 17:00 during the week. The only other available channel is telephone support during the same hours. Students often complain that they have to wait for a long time, and that they need support after working hours.
Which is the BEST approach to improve the students' service experience?

A) Dedicate a service desk agent to providing live-chat support
B) Collect service experience data to justify improvements
C) Provide and encourage the use of self-service
D) Create an inbox to receive and automatically log emails

2. A support team performs its incident diagnosis and resolution activities within a persistent group messaging platform, where automation tools also post information and execute commands.
Which practice is being used?

A) Shift-left testing
B) ChatOps
C) Swarming
D) Kanban

3. An organization has a backlog of changes to improve the existing and to introduce the new IT services. All changes cannot be implemented simultaneously. The IT team needs to identify changes that should be implemented first to support business goals and priorities.
Which practice will MOST help the IT team to achieve this?

A) Service validation and testing
B) Deployment management
C) Service design
D) Relationship management

4. Following a major service failure, an organization holds a review where team members openly describe the decisions they made and the information available at the time, without fear of punishment.
Which concept does this demonstrate?

A) Technical debt management
B) Service level management
C) Continuous testing
D) Safety culture

5. An organization sells products which have rapidly-changing features and functionality. The organization has always taken a traditional approach to development and deployment, aiming to deliver products with full functionality after extensive requirements analysis. The organization's sales and revenues have recently decreased.
Which technique would be MOST BENEFICIAL for the organization to adopt?

A) Minimum viable products
B) Cost of delay
C) Return on Investment (ROI)
D) A/B testing

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