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Peoplecert ITIL-4-Specialist-High-velocity-IT Exam Syllabus Topics:

SectionObjectives
High-Velocity IT Techniques - Resilient Operations- Problem Management
- Service Continuity Management
- Site Reliability Engineering
- Capacity and Performance Management
- Infrastructure and Platform Management
- Availability Management
- Monitoring and Event Management
High-Velocity IT Techniques - Co-Created Value and Assured Conformance- Co-Created Value
- Service Desk
- Service Experience
- Relationship Management
- Service Design
High-Velocity IT Techniques - Fast Development- Development acceleration methods
- Rapid delivery techniques
High-Velocity IT Culture- Working in highly automated environments
- Cultural aspects of high-velocity environments
High-Velocity IT Techniques - Valuable Investments- Investment decision techniques
- Value optimization strategies
Introduction to High-Velocity IT- Course introduction and ITIL 4 overview
- High-velocity concepts
Digital Product Lifecycle- Digital product lifecycle overview
- Transition to Lean, Agile, or DevOps practices
- Alignment with ITIL operating model

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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q13-Q18):

NEW QUESTION # 13
Which is an example of results-based measurement and reporting?

Answer:

Explanation:
Measuring and reporting the customer satisfaction with closed incidents


NEW QUESTION # 14
What should be done FIRST when designing a customer journey?

Answer:

Explanation:
Defining the desired outcome and the value proposition


NEW QUESTION # 15
A service provider is about to engage in a partnership with a large retailer. They will integrate the retailer ' s systems for online shopping.
How can the ' relationship management ' practice contribute to this initiative?

Answer: D

Explanation:
Relationship management is concerned with establishing and nurturing links between organizations at a strategic and collaborative level. In a partnership, shared trust, aligned behaviours, and mutual understanding are essential to co-creating value successfully.
A is more closely related to service level management. B could be part of operational coordination, but it is narrower than relationship management. D relates more to analytics, service design, or business analysis. C best matches the role of relationship management in enabling healthy collaboration between organizations.
This also fits ITIL's broader view that many services depend on third parties and that effective relationships with partners and suppliers are important to practice success .
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NEW QUESTION # 16
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:
* Use data analytics to sell more products to its customers
* Send customers quick and personalized responses to enquiries
* Receive training on the basic features of the service
* Provide more frequent reports to the sales manager

Answer: A

Explanation:
In HVIT, value is realized through outcomes that help the consumer achieve its goals, not merely through outputs or activities. Here, the goals are to increase revenue and improve customer experience. Statements 1 and 2 are the strongest evidence of those outcomes.
Using data analytics to sell more products shows a business outcome tied to revenue generation. Sending quick and personalized responses improves customer experience directly. By contrast, training on basic features is an enabling activity, not proof of realized value. More frequent reports may help management, but they do not directly demonstrate improved sales performance or customer experience.
This aligns with service value thinking in ITIL 4, where value is co-created through use and achieved outcomes rather than through the existence of the service alone .
=========


NEW QUESTION # 17
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design.
Which practice includes activities which could have helped to avoid this situation?

Answer: A


NEW QUESTION # 18
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