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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q38-Q43):

NEW QUESTION # 38
Which statement about the end-to-end customer journey is CORRECT?

Answer:

Explanation:
It reflects an overall perception

NEW QUESTION # 39
A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
* Tactic 1 - acquire new resilient infrastructure
* Tactic 2 - launch services by region
* Operational plan 1 - operate infrastructure to meet service levels
* Operational plan 2 - train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?

A. Increase revenue by introducing a new range of services
B. Ensure successful deployment by preparing implementation plan for new services
C. Ensure improved handling of service requests by training staff
D. Identify customer needs for new services by researching market

Answer: A

NEW QUESTION # 40
Which activity describes user-centered service design?

Answer:

Explanation:
Balancing user experience with the technical and business requirements

NEW QUESTION # 41
An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources.
Which is the FIRST step that this organization should take to address the complaints?

A. Develop a new onboarding strategy
B. Implement a customer satisfaction survey
C. Prioritize internal employee complaints
D. Analyze the patterns of business activity

Answer: D

NEW QUESTION # 42
A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.
Which is the BEST thing the service provider can do about this?

A. k
B. Identify ways to improve service levels, and discuss the cost of these improvements with the customers

Answer: B

NEW QUESTION # 43
......

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