Practice Free ITIL 4 Specialist Create Deliver and Support Exam Online Questions
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?
- A . Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
- B . Identify the activities which could be improved by the use of automation
- C . Understand which steps contribute least to the support of the service
- D . Understand the situations in which incidents and service requests will be initiated
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization’s current workforce has not had experience in dealing with the innovative products which are part of the new markets.
What is the BEST strategic approach that the organization should adopt to resolve this situation?
- A . Increase the total number of employees focusing on new hires with expertise in emerging technologies
- B . Invest in targeted training programmes for existing staff in relevant emerging technologies
- C . Outsource the development of new technology segments to specialized vendors
- D . Restructure the organization to create specialized departments for emerging technologies
An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently.
What type of organizational structure is this an example of?
- A . Matrix
- B . Functional
- C . Divisional
- D . Flat
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider’s service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining.
What should the service provider do to improve the situation?
- A . Close the least popular communication channels to reduce the complexity
- B . Assign dedicated service desk agents to monitor each channel
- C . Integrate all channels to support smooth switching between them for users and support agents
- D . Allocate one most suitable channel to each customer type
A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier.
What should the service provider do to improve the situation?
- A . Review the incident resolution targets
- B . Review the change enablement practice
- C . Review the incident management practice
- D . Review the incident resolution value stream
A managed service provider manages an organization’s suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers.
Which model is this an example of?
- A . Retained service integration
- B . Single provider
- C . Service guardian
- D . Service integration as a service
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
- A . Recruit additional operations staff
- B . Improve operations team training
- C . Renegotiate service level targets
- D . Improve filtering of operations data
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
- A . Recruit additional operations staff
- B . Improve operations team training
- C . Renegotiate service level targets
- D . Improve filtering of operations data
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
- A . Shortest item first
- B . Swarming
- C . Shift-left
- D . Robotic process automation
To stay ahead of its competition, an organization’s leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?
- A . Reducing the time spent assessing and approving changes
- B . Designing a continuous integration/continuous delivery pipeline
- C . Reducing the time it takes to provide environments for projects
- D . Minimizing handoffs between specialists within a development team