Trusted PeopleCert ITIL 4 Specialist High velocity IT Exam Dumps

Question No: 1

MultipleChoice

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?

Options

AIdentify ways to improve service levels, and discuss the cost of these improvements with the customers

BFocus on technical excellence to further improve services

CAnalyze customer feedback to understand and address unmet expectations

DProvide additional training to customers on using the service

Question No: 2

MultipleChoice

An employee has some concerns at work but does not share this information with others because they fear that this

would damage their reputation and position.

What is PRIMARILY concerned with preventing this situation?

Options

AIntegration of duties

BToyota Kata

CDesign thinking

DSafety culture

Question No: 3

MultipleChoice

Which statement about the onboarding of services is CORRECT?

Options

AOnboarding should be conducted after the service is operational

BThe onboarding should be planned during the design of the service

COnboarding does not require customer involvement

DThe onboarding process is optional for new services

Question No: 4

MultipleChoice

A service provider has recently started providing services to a new client. Surveys have shown that most of the client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.

Which is the BEST recommendation to improve the user journey?

Options

AImprove user training materials and methods as part of the 'onboarding' step

BStreamline service delivery to reduce delays in accessing services

CImplement user feedback loops to improve processes

DIncrease service desk availability for new users

Question No: 5

MultipleChoice

Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are.

Which action would BEST help to improve this situation?

Options

AAutomating service desk processes to reduce human error

BImprove the training given to the staff of the service desk function

CIncrease the number of service desk agents available

DImplement stricter service desk performance metrics

Question No: 6

MultipleChoice

An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.

How can the 'collaborate and promote visibility' guiding principle be applied to this situation?

Options

ABy being transparent about constraints and managing expectations

BBy focusing only on technical performance indicators

CBy deferring implementation until all conflicts are resolved

DBy prioritizing the marketing team's expectations over all others

Question No: 7

MultipleChoice

Which is the MAIN reason for service providers to encourage feedback on service provision?

Options

ATo provide sources of continual improvement of services and practices

BTo allow the service consumer to identify potential super-users

CTo establish which user communities are providing most value

DTo allow service consumers to compare service providers

Question No: 8

MultipleChoice

what should be included in an organization's approach to risk management

Options

Aan approach to ensuring that risk management is continually aligned with objectives

Bnothing

Question No: 9

MultipleChoice

An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets. How can the collaborate and promote visibility' guiding principle be applied to this situation?

Options

ABy being transparent about constraints and managing expectations

Bk

Question No: 10

MultipleChoice

> An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

Options

Ad

BService catalogue management

Question No: 11

MultipleChoice

An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

Options

Ak

BStart by reviewing organizational policies for sourcing services, then identify the most \/ O important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Free PeopleCert ITIL 4 Specialist High velocity IT Exam Dumps August 2026