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

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

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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q15-Q20):

NEW QUESTION # 15
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?

Answer:

Explanation:
Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user

NEW QUESTION # 16
A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.
Which is the BEST solution for providing user support in this case?

A. Set up a dedicated email support channel for users
B. Provide a range of self-service options as the preferred method with the service desk phone support as back-up
C. Train users extensively before launching the service
D. Increase the number of service desk agents to handle user queries

Answer: B

NEW QUESTION # 17
Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

Answer:

Explanation:
Making feedback processing visible for everyone

NEW QUESTION # 18
An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.
Which is the BEST way for this organization to undertake this analysis?

A. Perform a detailed gap analysis of current and future customer needs
B. Develop models that help analysts perform tasks that are appropriate for a given context
C. Use a single standardized approach for all customer needs analysis
D. Focus on digital products and defer legacy systems analysis

Answer: B

NEW QUESTION # 19
An organization is negotiating and agreeing on the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?

A. The uptime percentage of the social media site
B. The average time to respond to a user query
C. The number of photo formats supported for upload
D. The cost of hosting the service

Answer: C

NEW QUESTION # 20
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