PASS GUARANTEED QUIZ ITIL - FANTASTIC ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT - ITIL 4 SPECIALIST: CREATE, DELIVER AND SUPPORTEXAM PASS GUIDE

Pass Guaranteed Quiz ITIL - Fantastic ITIL-4-Specialist-Create-Deliver-and-Support - ITIL 4 Specialist: Create, Deliver and SupportExam Pass Guide

Pass Guaranteed Quiz ITIL - Fantastic ITIL-4-Specialist-Create-Deliver-and-Support - ITIL 4 Specialist: Create, Deliver and SupportExam Pass Guide

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q73-Q78):

NEW QUESTION # 73
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. Declare a major incident and start the major incident management procedure
  • B. Escalate to the performance management team, who will then escalate to a different team if needed
  • C. Use swarming to involve people from multiple different teams in the investigation
  • D. Follow the predefined procedure for investigating web performance incidents

Answer: D

Explanation:
Following a predefined procedurefor investigating web performance incidents ensures astructured and efficient escalation, reducing delays and avoiding confusion about responsibility.


NEW QUESTION # 74
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

  • A. Introduce rules for innovation and adaptability across all teams
  • B. Have leaders actively demonstrate and promote innovative practices
  • C. Limit the cultural shift initiatives to only the newer employees
  • D. Base performance evaluations solely on the number of innovative ideas generated

Answer: B

Explanation:
The company should have leaders actively demonstrate and promote innovative practices (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.4.2) highlights that leadership behavior is pivotal in driving cultural change, especially in overcoming resistance by modeling adaptability and engaging employees through visible commitment. This builds trust and encourages long-standing staff to embrace new methods. Option A imposes rules without engagement; option C excludes key staff; and option D overemphasizes metrics, risking disengagement. The guide stresses leadership's role in cultural transformation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.4.2 - Leadership in Cultural Change.


NEW QUESTION # 75
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. Use value stream mapping to analyze and optimize end-to-end workflows
  • B. Implement the continual improvement model for all teams to follow
  • C. Use automation to optimize service value streams
  • D. Implement Agile methods to improve software development

Answer: A

Explanation:
The best approach is to use value stream mapping to analyze and optimize end-to-end workflows (B). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 2.3.2) states: "Value stream mapping provides a holistic view of workflows, identifying waste and inefficiencies across practices, even when individual improvements are in place, to enhance overall service quality and efficiency." This addresses the disconnect between team-level efforts and system-wide results, unlike option A (already in use), option C (a tool, not a strategy), or option D (software-specific). The guide adds: "Mapping ensures alignment of improvements with value stream goals." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.3.2 - Value Stream Mapping for Optimization.


NEW QUESTION # 76
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. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
  • B. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
  • C. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
  • D. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

Answer: A

Explanation:
Increasing the priority of requeststhat have been waiting too long helpsprevent service level breachesand improves user satisfaction without undermining the triage approach for urgent tasks.


NEW QUESTION # 77
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 technical skills are included in each profile
  • C. To plan to fill all the mandatory ITIL roles
  • D. To ensure that IT specialists have pi-shaped skill profiles

Answer: A

Explanation:
Creating competency profileshelps the organizationplan the professional development of team members, ensuring that skills and capabilities align with current and future needs.


NEW QUESTION # 78
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