ITIL 4 Specialist: Create, Deliver and SupportExam - ITIL-4-Specialist-Create-Deliver-and-Support Exam Practice Test

Question 1

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. Shift-left

B. Organizational structure

C. The value of positive communications

D. Customer orientation

Correct Answer: D

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Question 2

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. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

B. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

C. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

D. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

Correct Answer: B

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Question 3

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 management practice

B. Review the change enablement practice

C. Review the incident resolution value stream

D. Review the incident resolution targets

Correct Answer: C

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Question 4

Which statement about 'service integration as a service' isCORRECT?

A. The service integrator provides services and manages other vendors

B. The service integrator can be easily replaced by other vendors to leverage better pricing

C. Multiple vendors provide the service integration and management function

D. The service integrator does not deliver any services to the organization

Correct Answer: A

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Question 5

An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. Flexible workflow automation

B. Advanced analytics

C. High availability and security

D. Inventory and discovery of IT assets

Correct Answer: A

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Question 6

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

Correct Answer: A

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Question 7

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. Incorporate the organization's vision into the team culture

B. Promote a culture of learning and development

C. Hold regular meetings focusing on problem solutions

D. Encourage informal teams across the organization

Correct Answer: A

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Question 8

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 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. Improve operations team training

B. Recruit additional operations staff

C. Renegotiate service level targets

D. Improve filtering of operations data

Correct Answer: D

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ITIL 4 Specialist: Create, Deliver and SupportExam - ITIL-4-Specialist-Create-Deliver-and-Support Exam Practice Test

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