Peoplecert ITIL 4 Specialist High velocity IT ITIL 4 Specialist: High-velocity IT Exam Online Training
Peoplecert ITIL 4 Specialist High velocity IT Online Training
The questions for ITIL 4 Specialist High velocity IT were last updated at May 10,2025.
- Exam Code: ITIL 4 Specialist High velocity IT
- Exam Name: ITIL 4 Specialist: High-velocity IT Exam
- Certification Provider: Peoplecert
- Latest update: May 10,2025
An organization has recently made improvements to how users request new phones, track their arrival and get help setting the phone up.
Which practice has been most affected by these improvements?
- A . j
- B . 35px;">Service request Management</li>
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 . j
- B . Improve the training given to the staff of the service desk function
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 BEST example of an experience metric that can be included in the SLA?
- A . h
- B . 35px;">Customer satisfaction with the helpline</li>
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