Questions for the ITIL 4 SPECIALIST HIGH VELOCITY IT were updated on : Dec 01 ,2025
An organization is a market leader for software that has seen a sharp decline in local installations of
its software. Customers are increasingly preferring its subscription-based cloud solution. As the
company rapidly adapts its product offering to favour subscription-based cloud solutions, some
people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the
organization?
A
Which BEST describes the primary role of a governing body?
C
A service provider is planning a major change to its services and the way it delivers them. The project
will include many changes to the working practices of staff. The service provider expects resistance to
these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?
D
What helps people to understand the value of an initiative, and reduces their resistance?
C
An IT team in a large multinational organization wants to document the work they do by using value
streams.
What should they do FIRST?
A
Which joint activity performed by a service provider and service consumer ensures continual value
co-creation?
B
Which value chain activity communicates the current status of all four dimensions of service
management?
C
An employee has some concerns at work but does not share this information with others because
they fear that this
would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?
D
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
C
Which is the MAIN reason for service providers to encourage feedback on service provision?
A
After completing an online training course, the employees of an organization are better equipped to
utilize digital systems.
Which mid-level goal is supported by this training?
D
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
D
Which dimension of service management considers governance, management, and communication?
C
An organization that has been successful in the past is now struggling to succeed in a
highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and
unclear user requirements, are making it difficult for the organization to decide a course of action.
Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to
progress?
D
An IT department in a large enterprise has been managing a service that is core to the enterprise's
strategy and objectives. Recently, the quality of a service has been falling. Investigations have
revealed that the service team works on resolving incidents, requests and
problems, and also development, testing, and releasing new functionality. Due to the mixed
workload, the team are unable to complete many tasks to the level of quality required.
Which approach would MOST LIKELY help in this situation?
A