Peoplecert ITIL-4-HVIT Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Enabling Fast Development | 15% | - Agile, DevOps, and continuous integration/delivery practices - Automation, cloud-native practices, and rapid deployment |
| High-Velocity IT Concepts and Digital Enterprise | 25% | - Alignment with four dimensions of service management, ITIL Service Value System, service value chain, and digital product lifecycle - Core terms: High-velocity IT, digital organization, digital transformation, digital technology - Objectives of digital products: valuable investments, fast development, resilient operations, co-created value, assured conformance |
| Enabling Valuable Investments | 15% | - Prioritization and value assessment practices - Strategic alignment, portfolio management, business case development |
| Enabling Resilient Operations | 10% | - Problem management, service continuity, infrastructure and platform management - Capacity and performance management, monitoring and event management |
| Guiding Principles and Foundational Concepts for Velocity | 20% | - Service-dominant logic, design thinking, complexity thinking - Ethics, safety culture, lean culture, Toyota Kata - Lean, agile, resilient, and continuous principles |
Peoplecert ITIL 4 Specialist: High-Velocity IT Sample Questions:
1. Which TWO are characteristics of the service value system within a digital operating model?
1. There are dedicated value streams for each product
2. High performance value co-creation is a part of the culture
3. The service consumer owns the service provider resources
4. A narrow band of visibility is part of the service's design
A) 1 and 2
B) 3 and 4
C) 1 and 4
D) 2 and 3
2. How can a service provider BEST improve its use of the 'capacity and performance management' practice to achieve more 'resilient operations'?
A) By providing a common approach for investigating the causes of incident
B) By providing warranty requirements to the software development team
C) By assessing improvement opportunities to reduce technical debt
D) By managing knowledge about live products and services
3. A sales team is thinking of implementing a new customer relationship management (CRM) service to increase revenue and improve the customer experience. The sales manager has asked the provider of the CRM service to describe how the service will support the team's goals.
Which are the TWO BEST examples the service provider can present as evidence that value had been realized?
The sales team will be able to:
1. Use data analytics to sell more products to its customers
2. Send customers quick and personalized responses to enquiries
3. Receive training on the basic features of the service
4. Provide more frequent reports to the sales manager
A) 1 and 2
B) 3 and 4
C) 1 and 4
D) 2 and 3
4. A service provider has engaged with a new service consumer who requires a mobile app to be developed so that they can exploit new markets. The service provider has appointed product owners to ensure that investments in new digital products are property justified.
How can the 'relationship management' practice help the product owners to achieve this objective?
A) By ensuring that the deployment of infrastructure components is not delayed by unnecessary procedures and approvals
B) By identifying and involving the service consumer stakeholders in establishing priorities for the mobile app
C) By using the concept of a minimum viable product to establish the technical and environment architecture
D) By assessing and comparing investment proposals for the services that the organization offers to its consumers
5. A digital product team is composed of people who each have deep expertise in one area but sufficient knowledge to contribute in several others.
Which concept does this describe?
A) Command and control
B) Segregation of duties
C) Matrix management
D) T-shaped people
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |
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