ITIL 4 Managing Professional ITIL-4-Specialist-High-velocity-IT Syllabus Exam Questions Answers

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Question 20

An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources. Which is the FIRST step that this organization should take to address the complaints?

Options:

35px;">Analyse the patterns of business activity

Question 21

Which stakeholders should assess and evaluate value realization?

Options:

35px;">Both the service consumer and the service provider

Question 22

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.

Which approach should the organization follow when creating a value stream for this new service?

Options:

Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service

Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally

Create separate value streams for every project phase, to ensure that each milestone is achieved using agile techniques

Create one value stream for each team, to allow the teams to focus on their different objectives

Question 23

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?

1. Modify the application to automatically add the current time and date when transaction is entered

2. Establish a communication plan to remind users of the importance of time and date on transactions

3. Develop a goals cascade so all staff know their role in achieving company goals

4. Create a report showing non-compliant records and take action to correct