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Latest Test ITIL-4-Specialist-High-velocity-IT Simulations - 100% Excellent Questions Pool

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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q90-Q95):

NEW QUESTION # 90
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 source the service externally?

A. Conduct a staff survey to gauge internal preferences
B. Outsource immediately to save time without evaluating other factors
C. Focus solely on cost as the deciding factor
D. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Answer: D

NEW QUESTION # 91
A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.
Which is the BEST thing the service provider can do about this?

A. Provide additional training to customers on using the service
B. Identify ways to improve service levels, and discuss the cost of these improvements with the customers
C. Focus on technical excellence to further improve services
D. Analyze customer feedback to understand and address unmet expectations

Answer: B

NEW QUESTION # 92
Which TWO are possible sources of demand for a value stream to restore a live service?
1. Someone is unable to log into their user account for the service
2. A monitoring tool detects a service failure
3. The service desk calls a user to provide a status update for an incident
4. A user provides feedback to the incident manager when an incident is closed

A. 3 and 4
B. 1 and 2
C. 1 and 4
D. 2 and 3

Answer: B

NEW QUESTION # 93
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?

A. Improve the training given to the staff of the service desk function
B. Automating service desk processes to reduce human error
C. Increase the number of service desk agents available
D. Implement stricter service desk performance metrics

Answer: A

NEW QUESTION # 94
Which statement about the end-to-end customer journey is CORRECT?

Answer:

Explanation:
It reflects an overall perception

NEW QUESTION # 95
......

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Noah King Noah King

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