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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q48-Q53):

NEW QUESTION # 48
Which is the BEST method of monitoring the customer's overall perception of a service?

A. Use surveys to measure customer satisfaction
B. Analyze service usage patterns
C. Conduct regular service performance reviews
D. Perform an analysis of complaints and compliments

Answer: D

NEW QUESTION # 49
A service provider analyzes how the amount of work done by different user groups varies over time. What is this information BEST used for?

A. To plan how to influence and support demand for services
B. To forecast the costs of delivering services
C. To identify inefficiencies in service delivery
D. To prioritize resources for the most active user groups

Answer: A

NEW QUESTION # 50
Which is an example of planning for value co-creation?

A. Defining KPIs for service quality that align with internal team objectives
B. Agreeing with a customer the service desk team's response times for each method of user contact
C. Setting expectations with a vendor for service delivery
D. Documenting user feedback in a service improvement register

Answer: B

NEW QUESTION # 51
An organization provides an online portal that its employees can use to learn about and request standard services.
Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

A. Incident management
B. Service catalogue management
C. Knowledge management
D. Configuration management

Answer: B

NEW QUESTION # 52
A service provider is planning to onboard a new desktop service for a new customer. Which activity will be carried out by the customer?

Answer:

Explanation:
Training users in the correct procedures for accessing support for the desktop service

NEW QUESTION # 53
......

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