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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

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

1. An organization has identified a workaround for dealing with a recurring incident. As this workaround involves a sequence of manual steps, the incident is still causing more impact than is acceptable.
Which should the 'problem management' practice MOST LIKELY recommend to minimize business disruption?

A) Categorize the permanent fix as high-risk technical debt
B) Use AI Ops to detect the incident more quickly
C) Use ChatOps to escalate the incident more quickly
D) Automate the workaround and deliver via self-help

2. What does a digital organization have to do to create or maintain a competitive advantage?

A) Deliver innovative new products and services quickly and reliably
B) Provide multiple, integrated support channels for products and services
C) Use digital products to automate interactions with consumers
D) Change how the IT function develops products and services

3. In the context of high-velocity IT, which statement about the 'four dimensions of service management' is CORRECT?

A) Controlling suppliers' investments and policies reduces the risks of cloud-based services
B) Using automated tools supports the need to deliver digital products quickly and reliably
C) Differentiating digital technologies are best managed by a centralized IT organization
D) Making quick decisions without getting slowed down by data analysis enables agility

4. An organization uses digital technology to support its rapidly-changing business environment.
Software-defined Infrastructure is widely used, and the team managing the infrastructure struggles to keep up with daily operational activities.
Which technique would MOST help to resolve this situation?

A) AIOps
B) Chaos engineering
C) Version control
D) Definition of done

5. Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk.
Which is the BEST improvement approach?

A) Create separate channels for incidents and requests so that issues affecting customers can be handled as a priority
B) Improve service desk staff training so that they have more empathy with users and avoid asking unnecessary questions
C) Improve user training so that they provide all the information that is needed whenever they contact the service desk
D) Integrate the communication channels to enable the sharing of information and consistent support across channels

Solutions: