All ITIL-4-Specialist-High-velocity-IT Test Inside ITIL Questions

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Question 8

An IT team in a large multinational organization wants to document the work they do by using value streams.

What should they do FIRST?

Options:

Agree on the appropriate level of detail and perspective describing the value stream

Start a request for proposal (RFP) exercise to find a consultant who can document the value streams

Identify all the practices the organization is currently using

Make the team aware of the organization's governance policies

Question 9

At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

Options:

Onboard and Co-create

Engage and Deliver

Explore and Improve

Design and Transition

Question 10

Users often do not provide feedback because they do not believe it will be addressed.

Which is the BEST method for encouraging users to submit feedback in this situation?

Options:

Offering rewards for providing feedback

Making feedback processing visible for everyone

Conducting mandatory feedback surveys

Reducing the number of feedback channels

Question 11

The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.

What should the service desk agent do?