Practice Free ITIL 4 Specialist Create Deliver and Support Exam Online Questions
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 . Involve many users from every target group in all steps of the design
- B . Create realistic user personas based on the gathered user data
- C . Interview customers about their preferences
- D . Use the latest technology capabilities to improve the look and feel of the designed solution
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What should the organization do FIRST to start to improve the situation?
- A . Use value stream mapping to help understand the end-to-end flow of user support
- B . Encourage teams to collaborate so they can focus on value for users
- C . Improve the integration of tools to ensure there are no gaps between processes
- D . Review skills and competencies of user support staff to ensure they have the required capability
A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected.
What is the BEST approach for the service provider to take to resolve this?
- A . Implement the continual improvement model for all teams to follow
- B . Use value stream mapping to analyze and optimize end-to-end workflows
- C . Use automation to optimize service value streams
- D . Implement Agile methods to improve software development
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
- A . Encourage informal teams across the organization
- B . Incorporate the organization’s vision into the team culture
- C . Promote a culture of learning and development
- D . Hold regular meetings focusing on problem solutions
A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS.
What is this situation an example of?
- A . Commoditization of service components
- B . Organization-specific requirements for service functionality
- C . Customer demand for personalized products
- D . Service components lacking mass-market adoption
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
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization’s goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
- A . Organizational structure
- B . The value of positive communications
- C . Customer orientation
- D . Shift-left
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization’s goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
- A . Organizational structure
- B . The value of positive communications
- C . Customer orientation
- D . Shift-left
In which circumstances should an organization buy, rather than build, software?
- A . The software is widely available and its features are standardized across most organizations
- B . The organization is part of a regulated industry and has a strong focus on internal policies
- C . The requirements of the organization are frequently changing because of rapid expansion
- D . The consumers of the software have many and varied customization requirements
A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?
- A . Adopting a ‘big bang’ approach for all integrations simultaneously
- B . Implementing point-to-point integration for each system
- C . Using incremental delivery for the integration of multiple components
- D . Choosing direct integration with no predetermined order for deployment