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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

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

1. An organization's executive management team is trying to build a Lean culture. The line managers in this organization have historically focused on ensuring that employees meet performance quotas and that the employees follow documented procedures. The executive management team is working with line managers to reinforce new ways of thinking, acting, and supporting employees. To do this, they are modelling new behaviours.
Which TWO behaviours of the line managers BEST align with Lean culture?
1. Talking directly to employees to understand how work is actually
done
2. Asking team leaders to define new procedures that ensure goals will
be met
3. Asking team leaders what help employees need and offering that help
4. Using coaching techniques to encourage and incentivize employees

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

2. How can a service provider BEST improve its use of the 'capacity and performance management' practice to achieve more 'resilient operations'?

A) By providing a common approach for investigating the causes of incident
B) By providing warranty requirements to the software development team
C) By assessing improvement opportunities to reduce technical debt
D) By managing knowledge about live products and services

3. An organization that has been successful in the past is now struggling to succeed in a highly competitive 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?

A) Ask experts to analyse the options and provide a recommendation
B) Use safe-to-fail experiments to collect knowledge
C) Set clear objectives and apply proven best practices
D) Take quick action to stabilize the situation

4. A project team was under pressure to create a minimum viable product as part of a new online banking service. The functionality was tested but errors have occurred in the live environment and these might impact customer retention rates.
Which practice has activities to help protect the organization from these errors?

A) Deployment management
B) Service continuity management
C) Business analysis
D) Problem management

5. 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) Automate the workaround and deliver via self-help
C) Use ChatOps to escalate the incident more quickly
D) Use AI Ops to detect the incident more quickly

Solutions: