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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q55-Q60):

NEW QUESTION # 55
An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.
Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?
1. Accept ambiguity and uncertainty
2. Commit to continual learning
3. Help get customers'jobs done
4. Trust and be trusted

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

Answer: C

NEW QUESTION # 56
Which statement about the end-to-end customer journey is CORRECT?

A. It excludes customer interactions outside of the organization's processes
B. It reflects an overall perception of the customer's experience
C. It involves only the stages of service delivery and resolution
D. It focuses exclusively on technical service outcomes

Answer: B

NEW QUESTION # 57
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are.
Which action would BEST help to improve this situation?

A. Increase the number of service desk agents available
B. Automating service desk processes to reduce human error
C. Implement stricter service desk performance metrics
D. Improve the training given to the staff of the service desk function

Answer: D

NEW QUESTION # 58
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design.
Which practice includes activities which could have helped to avoid this situation?

A. Business analysis
B. Incident management
C. Service level management
D. Change enablement

Answer: A

NEW QUESTION # 59
Which statement about employee surveys is CORRECT?

A. They are intended to be conducted across an entire organization
B. They are typically conducted annually
C. They can only be conducted electronically so have limited application
D. They are conducted at several organizational levels, formally and informa

Answer: D

NEW QUESTION # 60
......

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