Practice Free ITIL 4 Specialist Create Deliver and Support Exam Online Questions
Measure the overall success of multiple changes by the outcome that is created
- A . 1 and 2
- B . 2 and 3
- C . 3 and 4
- D . 1 and 4
C
Explanation:
Individual changes should be measured by the outcome they create to ensure they deliver real value, and the overall success of multiple changes should also be measured by the outcome to confirm that
the cumulative improvements meet business objectives.
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?
- A . Release management
- B . Monitoring and event management
- C . Problem management
- D . Service desk
D
Explanation:
The service desk practice is the primary point of contact for users and customers, making it the best source for gathering information about both user issues and operational challenges faced by support teams.
What approach can ensure testing happens earlier in the development lifecycle?
- A . Service integration and management
- B . Managing work as tickets
- C . Shift-left
- D . Robotic process automation
C
Explanation:
Shift-left moves testing activities earlier in the development lifecycle, helping to detect and fix
defects sooner, improving quality and reducing rework.
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
- A . Follow the predefined procedure for investigating web performance incidents
- B . Use swarming to involve people from multiple different teams in the investigation
- C . Escalate to the performance management team, who will then escalate to a different team if needed
- D . Declare a major incident and start the major incident management procedure
A
Explanation:
Following a predefined procedure for investigating web performance incidents ensures a structured and efficient escalation, reducing delays and avoiding confusion about responsibility.