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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

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

1. An organization is experiencing significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

A) By encouraging widespread changes that involve the teams starting from scratch
B) By making difficult decisions for the teams and providing step-by-step guidance
C) By encouraging the practising of routines to unlearn old habits and learn new ones
D) By creating detailed plans that predetermine how to approach large changes

2. An organization introduced 'chaos engineering' recently. The organization has now discovered that some of the disruptions orchestrated by the 'simian army' remain unnoticed until they affect the users.
Which is an example of how the 'monitoring and event management' practice could improve the situation?

A) By creating notifications for outages introduced with chaos engineering
B) By reviewing single points of failure to find opportunities for additional resilience
C) By improving the design of systems so that the average time to restore the service is minimized
D) By understanding how much scalability is required to maintain service levels during tests

3. 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

4. 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) 1 and 2
D) 3 and 4

5. Members of a busy team are frustrated because they often do not have enough time to fully understand what they are doing. They also suspect there is duplication of effort among them. The team has a new manager.
Which is the BEST action for the team's manager to take?

A) Create a continual improvement register to record suggestions
B) Invest in value stream mapping tools to document workflows
C) Observe the work and ask questions to see what really happens
D) Ask the team members to fully document their concerns

Solutions: