Practice Free ITIL 4 Specialist Create Deliver and Support Exam Online Questions
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?
- A . Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
- B . Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
- C . Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
- D . Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B
Explanation:
Increasing the priority of requests that have been waiting too long helps prevent service level breaches and improves user satisfaction without undermining the triage approach for urgent tasks.
Which of the following involves consideration of the skills and availability of both internal and external resources?
- A . Build vs buy
- B . Swarming
- C . Triage prioritization
- D . Shift-left approach
A
Explanation:
Build vs buy involves 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.
Which is a reason why an organization should create competency profiles for each role?
- A . To plan the professional development of team members
- B . To ensure that IT specialists have pi-shaped skill profiles
- C . To ensure that technical skills are included in each profile
- D . To plan to fill all the mandatory ITIL roles
A
Explanation:
Creating competency profiles helps the organization plan the professional development of team members, ensuring that skills and capabilities align with current and future needs.
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A . An incident resolved within the target SLA time, enabling efficient use of service desk resources
- B . An accurate and complete incident record, enabling subsequent trend analysis of incidents
- C . A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
- D . A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
C
Explanation:
From the user’s perspective, swift restoration of critical services like a point of sale system provides immediate value by minimizing disruption and allowing normal operations to continue.
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?
- A . Create one value stream for every lifecycle phase of support requests
- B . Create one value stream for the entire set of support activities
- C . Create one value stream for each support team
- D . Create separate value streams for practices, people, tools and suppliers
B
Explanation:
Creating one value stream for the entire set of support activities ensures an end-to-end view of how the service will be supported, promoting integration across all contributing teams.
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?
- A . Create one value stream for every lifecycle phase of support requests
- B . Create one value stream for the entire set of support activities
- C . Create one value stream for each support team
- D . Create separate value streams for practices, people, tools and suppliers
B
Explanation:
Creating one value stream for the entire set of support activities ensures an end-to-end view of how the service will be supported, promoting integration across all contributing teams.
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?
- A . Create a standard change model for development changes and initiate as a service request
- B . Increase the size of development changes to make them easier to handle and increase success
- C . Create a change model for development changes that includes the use of safe-to-fail testing
- D . Initiate development changes as emergency changes so that errors can be identified quickly
C
Explanation:
Creating a change model that includes safe-to-fail testing allows development changes to be tested in controlled conditions, reducing the risk of failure and improving change success rates.
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?
- A . Unit
- B . Integration
- C . System
- D . Acceptance
B
Explanation:
Integration testing focuses on verifying how different applications and components work together, helping to identify and prevent errors that occur when the new application affects other systems.
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?
- A . Unit
- B . Integration
- C . System
- D . Acceptance
B
Explanation:
Integration testing focuses on verifying how different applications and components work together, helping to identify and prevent errors that occur when the new application affects other systems.
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 . Inspiration and empathy
- B . Ideation
- C . Implementation
- D . Prototyping
B
Explanation:
Ideation involves generating a wide range of ideas and then analyzing and selecting the best solution to move forward in the design thinking process.