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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

Peoplecert ITIL 4 Specialist: High-Velocity IT Sample Questions:

1. The service desk team at a small university provides a walk-in service for its students from 8:00 to 17:00 during the week. The only other available channel is telephone support during the same hours. Students often complain that they have to wait for a long time, and that they need support after working hours.
Which is the BEST approach to improve the students' service experience?

A) Dedicate a service desk agent to providing live-chat support
B) Collect service experience data to justify improvements
C) Create an inbox to receive and automatically log emails
D) Provide and encourage the use of self-service

2. A team automatically runs unit, integration, and security tests every time code is committed, and blocks the pipeline if any test fails.
Which technique is being applied?

A) Post-implementation review
B) Chaos engineering
C) Continuous testing
D) Service validation sign-off by a change advisory board

3. Which concept would MOST help to ensure that information needed to identify problems is available?

A) Valuable investments
B) Agile
C) Safety culture
D) Design thinking

4. 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?

A) Obtain/build
B) Support
C) Engage
D) Retire

5. 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?

A) Integrity
B) Prevention
C) Correction
D) Detection

Solutions: