ITIL ITIL-4-Specialist-Create-Deliver-and-Support Test Engine Practice Test Questions, Exam Dumps
100% Free ITIL-4-Specialist-Create-Deliver-and-Support Daily Practice Exam With 74 Questions
NEW QUESTION # 25
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified:
Ability to use company processes and tools
Leadership skills
Knowledge of service desk objectives
What Is the MOST important additional requirement for the job profile?
- A. Commitment to continual improvement
- B. Knowledge of how to log incidents and service requests
- C. Experience of financial management
- D. Technical knowledge of the supported products
Answer: A
Explanation:
Acommitment to continual improvementis crucial for a service desk team lead to drive team performance, enhance service quality, and align with the organization's goals for ongoing development.
NEW QUESTION # 26
A technology firm has implemented a new ticketing system for managing customer support requests.
However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?
- A. Prioritize tickets based on the order of receipt
- B. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
- C. Limit ticket submissions to reduce the workload on support staff
- D. Stop recording requests during exceptionally busy times
Answer: B
Explanation:
The firm should develop a dynamic prioritization model that assesses the impact and urgency of each ticket (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.1) recommends prioritizing based on business impact and urgency to optimize support workflows and enhance customer satisfaction. Option A is static and ineffective; option C disrupts service; and option D restricts access, worsening dissatisfaction.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.1 - Prioritization in Support Workflows.
NEW QUESTION # 27
Which of the following involves consideration of the skills and availability of both internal and external resources?
- A. Swarming
- B. Shift-left approach
- C. Triage prioritization
- D. Build vs buy
Answer: D
Explanation:
Build vs buyinvolves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.
NEW QUESTION # 28
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?
- A. Interview customers about their preferences
- B. Involve many users from every target group in all steps of the design
- C. Use the latest technology capabilities to improve the look and feel of the designed solution
- D. Create realistic user personas based on the gathered user data
Answer: D
Explanation:
The best approach is to create realistic user personas based on the gathered user data (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.1.3) states: "User personas, developed from data-driven insights, provide a focused representation of target users, enabling tailored design that aligns with their needs and circumstances." This method ensures practicality without overwhelming the process, unlike option A's broad involvement. Option C is a data-gathering step; option D prioritizes technology over user needs. The guide notes: "Personas enhance service design by guiding decisions throughout the value stream." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.3 - User Personas in Service Design.
NEW QUESTION # 29
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the cost of providing a service to customers and users
- B. Measuring and reporting the number of supplier-related interruptions to a service
- C. Measuring and reporting customer satisfaction with closed incidents
- D. Measuring and reporting the number of hours worked by service desk staff
Answer: C
Explanation:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.
NEW QUESTION # 30
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?
- A. Outsourcing
- B. Advanced analytics
- C. Swarming
- D. Results-based measurement
Answer: C
Explanation:
The concept of swarming would help resolve this situation (D). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.5) defines swarming as: "A collaborative approach where multiple team members, including first- and second-line support, work together on an incident simultaneously to resolve it quickly, reducing queue buildup." This contrasts with the tiered structure's escalation delays. Option A focuses on metrics; option B aids analysis; and option C shifts work externally, none addressing queue reduction directly. The guide notes: "Swarming enhances resolution times by leveraging collective expertise." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.5 - Swarming in Incident Management.
NEW QUESTION # 31
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. Integration and data sharing
- B. ICI/CD
- C. Customer orientation
- D. Robotic process automation
Answer: A
Explanation:
Integration and data sharingfocus onaligning and unifying multiple systemsto ensure smooth, cohesive service design and delivery.
NEW QUESTION # 32
An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
- A. Delegate to the vendor testing of the terminals and the card payment system
- B. Include user experience and perception in the scope of testing and involve multiple teams
- C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- D. Focus testing solely on user experience and delegate it to operational teams
Answer: B
Explanation:
The service provider should include user experience and perception in the scope of testing and involve multiple teams (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.2.3) stresses comprehensive testing that covers technical functionality, user satisfaction, and integration, requiring collaboration across development, operations, and user groups to ensure the update meets diverse needs.
Option A shifts responsibility without oversight; option C is too narrow; and option D overlooks technical aspects. The guide highlights multi-team involvement for robust service delivery.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.3 - Testing Practices in Service Updates.
NEW QUESTION # 33
A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?
- A. Service level management
- B. Service validation and testing
- C. Service desk
- D. Knowledge management
Answer: A
Explanation:
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.
NEW QUESTION # 34
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.
What 'design thinking' activity is this an example of?
- A. Prototyping
- B. Implementation
- C. Ideation
- D. Inspiration and empathy
Answer: C
Explanation:
Ideationinvolves generating a wide range of ideas and then analyzing and selecting the best solution to move forward in the design thinking process.
NEW QUESTION # 35
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
- A. Artificial intelligence
- B. Information models
- C. Advanced analytics
- D. ITSM software
Answer: A
Explanation:
Artificial intelligenceis commonly applied to process and interpret unstructured text, enabling tasks such as generating summaries, translations, and extracting meaningful insights.
NEW QUESTION # 36
Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization's product team?
- A. Event surveys
- B. Self-service portals
- C. Social media
- D. Topic-based forums
Answer: D
Explanation:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.
NEW QUESTION # 37
Which is often included in an Agile approach to software development?
- A. Integrated service management toolsets
- B. Information models
- C. CI/CD
- D. Advanced analytics
Answer: C
Explanation:
CI/CD (Continuous Integration/Continuous Delivery)is often included in anAgile approachto accelerate and automate software development, testing, and deployment.
NEW QUESTION # 38
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Implement separate service desks for incident and service requests
- B. Prioritize incoming queries based on their type and associated urgency
- C. Recommend users to submit queries well in advance to ensure timely processing
- D. Increase the number of service desk agents to process the incoming queries faster
Answer: B
Explanation:
The best way to improve the situation is to prioritize incoming queries based on their type and associated urgency (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.3) states:
"Prioritization based on impact and urgency ensures that the most critical incidents are addressed promptly, optimizing resource use and minimizing business impact." The "first in, first out" rule fails when high-impact incidents are delayed, and this approach adjusts resource allocation dynamically. Option A increases costs without addressing prioritization; option C adds complexity; and option D shifts responsibility to users. The guide emphasizes: "Effective prioritization is a key practice in managing demand and ensuring service continuity." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.
NEW QUESTION # 39
What approach can ensure testing happens earlier in the development lifecycle?
- A. Managing work as tickets
- B. Service integration and management
- C. Shift-left
- D. Robotic process automation
Answer: C
Explanation:
Shift-leftmoves testing activities earlier in the development lifecycle, helping to detect and fix defects sooner, improving quality and reducing rework.
NEW QUESTION # 40
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?
- A. One value stream for the organization, and separate value streams for each team
- B. One value stream for the organization, and separate value streams for each supplier
- C. One value stream for resolving incidents, and a separate value stream for managing service requests
- D. One value stream for all activity that arrives via the service desk
Answer: D
Explanation:
A single value stream can manage all activity that arrives via the service desk, regardless of which internal team or supplier is involved, enabling streamlined and consistent handling of incidents and service requests.
NEW QUESTION # 41
Which is an example of using a 'shift-left' approach to optimize password resets?
- A. Encourage users to remember or safely record their passwords to reduce the number of password resets
- B. Automatically assign a high priority to password reset requests to resolve them faster
- C. Allow users to reset their own passwords using an automated tool
- D. Train service desk agents to categorize password resets as service requests
Answer: C
Explanation:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.
NEW QUESTION # 42
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