ITIL 4 Managing Professional ITIL-4-Specialist-High-velocity-IT Updated Exam

Which TWO are examples that can be handled as service requests?

1. A customer asks a service provider to design an app for staff to submit vacation requests.

2. A staff member asks for a new barcode scanner from an internal IT department.

3. A manager requires swift changes to user access rights for an employee.

4. A service provider establishes a channel for users to submit emergency changes.

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.

Which aspect of ^managing demand and opportunities' would provide a better understanding of this situation?

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 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?