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

NEW QUESTION # 13
A new digital service is being designed. The team needs to make sure the service will meet agreed response times, availability targets, and support hours expected by customers.
Which practice should take the LEAD in defining and agreeing these targets?

• A. Problem management
• B. Incident management
• C. Deployment management
• D. Service level management

Answer: D

Explanation:
Service level management is the practice responsible for setting clear business-based targets for service levels and ensuring that delivery is assessed and managed against them. Response times, availability targets, and support hours are classic service level concerns.
Incident management restores service after disruption. Deployment management moves components into live use. Problem management addresses causes of incidents. None of those takes the lead in defining and agreeing customer-facing service targets.
Therefore A is the correct answer.
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NEW QUESTION # 14
Which is the BEST method of monitoring the customers overall perception of a service?

Answer:

Explanation:
Perform an analysis of complaints and compliments

NEW QUESTION # 15
An organization sells products which have rapidly-changing features and functionality. The organization has always taken a traditional approach to development and deployment, aiming to deliver products with full functionality after extensive requirements analysis. The organization ' s sales and revenues have recently decreased.
Which technique would be MOST BENEFICIAL for the organization to adopt?

• A. Return on Investment (ROI)
• B. Cost of delay
• C. A/B testing
• D. Minimum viable products

Answer: D

Explanation:
The organization is using a traditional, big-design-up-front approach in a market where features and customer expectations change quickly. That creates a high risk of slow delivery, outdated requirements, and missed market opportunities. Minimum viable products are especially beneficial here because they allow the organization to release sooner, gather feedback faster, and evolve the product based on actual user response.
A/B testing is useful, but generally after something is already in use. Cost of delay is a prioritization concept rather than the main delivery technique needed here. ROI is a financial evaluation method, not the primary operational change required.
C is best because MVPs help the organization shift from long, fully-specified delivery cycles to faster learning and earlier value realization, which is a core HVIT theme.
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NEW QUESTION # 16
An IT department has reduced its lead time for releasing application changes by using continuous integration
/continuous delivery (CI/CD). However, there are still delays, particularly at the start of projects as developers wait for environments to be created.
How can the ' deployment management ' practice be utilized to minimize these delays?

• A. By automating the deployment of infrastructure
• B. By authorizing multiple application deployments per day
• C. By using ChatOps to improve collaboration during deployment
• D. By using blameless post-mortems to identify ways to improve deployments

Answer: A

Explanation:
The delay described is not mainly about application release approval or communication. It is about waiting for environments to be provisioned. The best solution is to automate the deployment of infrastructure, often through infrastructure as code and repeatable provisioning pipelines.
B addresses deployment frequency, not environment creation delay. C is useful for learning but does not directly remove the bottleneck. D can improve coordination but also does not eliminate the provisioning wait.
A is best because it directly shortens lead time at the point where the current delay occurs.

NEW QUESTION # 17
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of

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