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| Section | Objectives |
|---|
| Understand High-Velocity IT Concepts | - IT transformation - Digital products - Digital organization - High-velocity IT - Digital transformation - Digital technology
|
| Digital Product Lifecycle | - Service value creation - Digital product lifecycle - ITIL operating model - Value streams
|
| Guiding Principles for High-Velocity IT | - Lean practices - Application of ITIL guiding principles - Continuous improvement - Agile methods - DevOps culture
|
| Contribute to Value with Digital Products | - Assured conformance - Valuable investments - Co-created value - Fast development - Resilient operations
|
| High-Velocity IT Techniques and Practices | - Security and risk management - Architecture and design - Testing and validation - Cloud computing - Automation
|
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Peoplecert ITIL 4 Specialist: High-Velocity IT Sample Questions (Q64-Q69):
NEW QUESTION # 64
An organization that has been successful in the past is now struggling to succeed in a highly competitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action.
Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?
- A. Use safe-to-fail experiments to collect knowledge
- B. Set clear objectives and apply proven best practices
- C. Take quick action to stabilize the situation
- D. Ask experts to analyse the options and provide a recommendation
Answer: A
Explanation:
In the Cynefin framework, unpredictable customer expectations, unclear requirements, and conflicting approaches indicate a complex domain. In this context, the most effective way to progress is to run safe-to-fail experiments, allowing the organization to probe the situation, learn from outcomes, and gradually discover what works through feedback rather than relying on predefined solutions or expert prediction.
NEW QUESTION # 65
A software development organization only has one design team that is capable of working in an iterative and flexible manner. There are many teams that can do routine software development.
Which project should be assigned to the iterative flexible design team?
- A. An update to an application with fixed deliverables in the contract
- B. A mobile application to enable users to manage their finances
- C. A change to a finance application to support a new tax regulation
- D. Control software that will be added to a washing machine
Answer: B
Explanation:
The mobile application to enable users to manage their finances should be assigned to the iterative, flexible design team, since it requires creativity, user-focused design, and the ability to adapt to evolving requirements, making it ideal for an agile, iterative approach.
NEW QUESTION # 66
Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk.
Which is the BEST improvement approach?
- A. Create separate channels for incidents and requests so that issues affecting customers can be handled as a priority
- B. Improve user training so that they provide all the information that is needed whenever they contact the service desk
- C. Integrate the communication channels to enable the sharing of information and consistent support across channels
- D. Improve service desk staff training so that they have more empathy with users and avoid asking unnecessary questions
Answer: C
NEW QUESTION # 67
An organization is defining, with all relevant parties, the criteria that a work item must satisfy before it can be considered complete, including testing, documentation, and security checks.
What is being established?
- A. Definition of done
- B. Service level agreement
- C. Change model
- D. Risk appetite
Answer: A
Explanation:
The definition of done is a shared, explicit set of criteria that work must meet before being regarded as complete. It prevents the accumulation of hidden technical debt and unfinished work, ensures consistent quality expectations across teams, and supports both resilient operations and assured conformance.
NEW QUESTION # 68
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 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
Answer: D
Explanation:
Value realization is shown when the CRM directly supports business goals. Using data analytics to sell more products (1) increases revenue, and sending quick, personalized responses to enquiries (2) improves customer experience. These directly demonstrate value creation for the sales team.
NEW QUESTION # 69
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