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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

SectionObjectives
Topic 1: Understand High-Velocity IT Concepts- IT transformation
- High-velocity IT
- Digital organization
- Digital technology
- Digital products
- Digital transformation
Topic 2: Digital Product Lifecycle- Value streams
- Digital product lifecycle
- Service value creation
- ITIL operating model
Topic 3: High-Velocity IT Techniques and Practices- Cloud computing
- Testing and validation
- Architecture and design
- Automation
- Security and risk management
Topic 4: Guiding Principles for High-Velocity IT- Lean practices
- Agile methods
- Application of ITIL guiding principles
- DevOps culture
- Continuous improvement
Topic 5: Contribute to Value with Digital Products- Valuable investments
- Co-created value
- Fast development
- Resilient operations
- Assured conformance

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Peoplecert ITIL 4 Specialist: High-Velocity IT Sample Questions (Q20-Q25):

NEW QUESTION # 20
The service desk team at a small university provides a walk-in service for its students from 8:00 to 17:00 during the week. The only other available channel is telephone support during the same hours. Students often complain that they have to wait for a long time, and that they need support after working hours.
Which is the BEST approach to improve the students' service experience?

Answer: B

Explanation:
Improving service experience in this situation requires reducing wait times and extending accessibility beyond working hours. Providing and encouraging self-service enables students to resolve common issues independently at any time, improving availability, reducing queue pressure on the service desk, and enhancing overall user experience without being constrained by service desk operating hours.


NEW QUESTION # 21
An organization has identified a workaround for dealing with a recurring incident. As this workaround involves a sequence of manual steps, the incident is still causing more impact than is acceptable.
Which should the 'problem management' practice MOST LIKELY recommend to minimize business disruption?

Answer: C

Explanation:
Problem management aims to reduce the impact of recurring incidents by moving from temporary workarounds to more stable and efficient long-term solutions. If a workaround involves manual steps and still causes unacceptable disruption, automating it helps reduce effort, speed up resolution, and minimize human error, thereby significantly reducing business impact while a permanent fix is being developed.


NEW QUESTION # 22
In the context of high-velocity IT, which statement about the 'four dimensions of service management' is CORRECT?

Answer: A

Explanation:
In high-velocity IT, using automated tools directly supports the need to deliver digital products quickly and reliably, aligning with the four dimensions of service management (organizations/people, information/technology, partners/suppliers, and value streams/processes).


NEW QUESTION # 23
A product team is analyzing how users feel while interacting with a mobile banking application, including their emotions and level of satisfaction at each touchpoint.
Which high-velocity IT objective is being addressed?

Answer: D

Explanation:
Co-created value focuses on the service experience, including both customer experience (CX) and user experience (UX). Understanding how users feel at each interaction point helps the organization design services that consumers actively want to use, and value is co-created through those interactions rather than simply delivered by the provider.


NEW QUESTION # 24
A support team performs its incident diagnosis and resolution activities within a persistent group messaging platform, where automation tools also post information and execute commands.
Which practice is being used?

Answer: C

Explanation:
ChatOps brings people, tools, processes, and automation together in a shared conversational platform. Because actions and their results are recorded in a common channel, situational awareness improves, knowledge is shared automatically, and an auditable record of activity is created as a by-product of normal work.


NEW QUESTION # 25
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