Latest [Aug 29, 2026] ITIL-4-Specialist-High-velocity-IT Exam with Accurate ITIL 4 Specialist: High-velocity IT Exam PDF Questions [Q15-Q39]

QUESTION 15
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 ^managing demand and opportunities’ would provide a better understanding of this situation?

QUESTION 16
Which statement about the end-to-end customer journey is CORRECT?

QUESTION 17
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?

QUESTION 18
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

QUESTION 19
A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.
Which is the BEST example of an additional aspect of the service that the bank should measure?

QUESTION 20
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

QUESTION 21
A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
* Tactic 1 – acquire new resilient infrastructure
* Tactic 2 – launch services by region
* Operational plan 1 – operate infrastructure to meet service levels
* Operational plan 2 – train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?

QUESTION 22
An IT department is working with the organization’s marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.
How can the ‘collaborate and promote visibility’ guiding principle be applied to this situation?

QUESTION 23
Resource constraints have slowed an organization’s efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

QUESTION 24
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

QUESTION 25
A customer is retiring a service and has terminated the contract for the service with the service provider.
The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?

QUESTION 26
An organization is aiming to develop a partnership relationship with its service consumers. One of the objectives is to increase the level of trust and customers’ satisfaction by establishing a service mindset across the organization.
Which initiative is the BEST way to achieve it?

QUESTION 27
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team. The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?

QUESTION 28
An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal. Which service provisioning approach should this organization use?

QUESTION 29
An organization experienced a security attack. A hacker accessed a system using login information gathered from social media sites. The incident was identified quickly and systems were restored without significant loss.
Which type of control should be improved?

QUESTION 30
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application and believes it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.
How can a ‘service mindset’ improve the situation?

QUESTION 31
Which is CORRECT when considering a transformation to high-velocity IT?

QUESTION 32
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?

QUESTION 33
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system. How can a ‘service mindset’ improve the situation?

QUESTION 34
An organization has many development teams that design products and services in different ways. There is a wide variation in the levels of customer satisfaction with these products and services. The organization would like to introduce a more effective approach to ‘ service design ‘ .
Which is the BEST improvement activity?

QUESTION 35
Which statement about service requests is CORRECT?

QUESTION 36
what should be included in an organization’s approach to risk management

QUESTION 37
A provider has researched a market opportunity, created an initial product concept, built a pilot version, and gathered feedback from early adopters.
Which stage of the digital product lifecycle is the provider MOST clearly operating in?

QUESTION 38
An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?

QUESTION 39
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?