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

Section	Weight	Objectives
Topic 1: Valuable Investments	15%	- Portfolio management and investment prioritization - Strategic alignment and innovation
Topic 2: Concepts of High-velocity IT	20%	- Characteristics and objectives of high-velocity IT - Digital transformation and IT transformation - Digital products and digital technology
Topic 3: Co-created Value and Assured Conformance	5%	- Governance, risk, and compliance - Relationship management and service design
Topic 4: Resilient Operations	10%	- Service continuity and infrastructure management - Availability, capacity, and performance management - Monitoring, incident, and problem management
Topic 5: Fundamental Principles and Concepts	15%	- Lean, Agile, DevOps, and continuous improvement - Design thinking, complexity thinking, and service-dominant logic - ITIL guiding principles
Topic 6: Digital Product Lifecycle and ITIL Operating Model	20%	- Four dimensions of service management - Digital product lifecycle integration - ITIL service value system and service value chain
Topic 7: Fast Development and Delivery	15%	- Software development and testing practices - Automation and cloud technologies - Architecture management and business analysis

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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q31-Q36):

NEW QUESTION # 31
Which statement about service requests is CORRECT?

Answer:

Explanation:
Service requests are submitted via agreed channels

NEW QUESTION # 32
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.
What should the service desk agent do?

A. Replace the printer with a backup unit temporarily
B. Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user
C. Advise the user to wait for the supplier to resolve the issue
D. Escalate the issue to the IT manager for a decision

Answer: B

NEW QUESTION # 33
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?

Answer:

Explanation:
Improve the training given to the staff of the service desk function

NEW QUESTION # 34
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

Answer:

Explanation:
Start by reviewing organizational policies for sourcing services, then identify the most \/ O important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

NEW QUESTION # 35
A project team was under pressure to create a minimum viable product as part of a new online banking service. The functionality was tested but errors have occurred in the live environment and these might impact customer retention rates.
Which practice has activities to help protect the organization from these errors?

A. Problem management
B. Business analysis
C. Service continuity management
D. Deployment management

Answer: A

Explanation:
In HVIT, organizations move quickly, but they must also learn rapidly from live failures and reduce the likelihood of recurrence. Problem management is the practice most directly concerned with identifying underlying causes of incidents and managing known errors and workarounds. That makes it the best answer when live errors are occurring and the organization needs protection from repeated impact.
Deployment management focuses on moving new or changed components into live environments, but it does not primarily address root cause analysis of recurring live issues. Business analysis helps clarify needs and requirements, which is useful earlier in the lifecycle, but not as the main control once live errors are already happening. Service continuity management is about preparedness for major disruptions and recovery scenarios, not routine or recurring product errors.
ITIL practice guidance describes problem management as reducing the likelihood and impact of incidents by identifying actual and potential causes and managing workarounds and known errors . That is why D is the best fit.
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NEW QUESTION # 36
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