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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

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

1. An organization is experiencing significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

A) By encouraging the practising of routines to unlearn old habits and learn new ones
B) By encouraging widespread changes that involve the teams starting from scratch
C) By creating detailed plans that predetermine how to approach large changes
D) By making difficult decisions for the teams and providing step-by-step guidance

2. An organization has many development teams that design products and services in different ways. There is a wide variation in the levels of customer satisfaction with these products and services. The organization would like to introduce a more effective approach to 'service design'.
Which is the BEST improvement activity?

A) Identify the products and services for which there is low customer satisfaction, and increase the human and technical resources for service design during future upgrades
B) Define and agree a single 'service design' approach and model, based on the 'service design' activities of the most successful development teams
C) Assess the organization's strategic objectives and customer requirements, then decide on the number and types of 'service design' approaches and models
D) Review the 'service design' approaches and models to remove duplication, and improve the efficiency of the development teams

3. 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:
1. Use data analytics to sell more products to its customers
2. Send customers quick and personalized responses to enquiries
3. Receive training on the basic features of the service
4. Provide more frequent reports to the sales manager

A) 1 and 2
B) 2 and 3
C) 1 and 4
D) 3 and 4

4. An IT operations team is overwhelmed by the volume of monitoring alerts and cannot distinguish significant events from noise. Management wants to use machine learning to detect anomalies and correlate related events automatically.
Which capability is being introduced?

A) Continuous deployment
B) ChatOps
C) AIOps
D) Infrastructure as code

5. An organization releases a new feature to five percent of its users first, monitors service behaviour and user feedback, and only then extends the release to all users.
Which type of deployment approach is this?

A) Pull deployment
B) Canary release
C) Phased withdrawal
D) Big bang deployment

Solutions: