Free ITIL ITIL-4-Specialist-High-velocity-IT Practice Exam with Questions & Answers | Set: 3

Which stakeholders should assess and evaluate value realization?

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.

Which is the BEST example of an experience metric that can be included in the SLA?

An IT department in a large enterprise has been managing a service that is core to the enterprise's strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and

problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required.

Which approach would MOST LIKELY help in this situation?

Which is the BEST method of monitoring the customer's overall perception of a service?

An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line.

Which is the BEST way for the organization to manage this situation?

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?

Which activity does a service provider carry out as part of the "explore step of the customer journey"?

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?