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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q33-Q38):

NEW QUESTION # 33
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. Identify the activities which could be improved by the use of automation
B. Understand the situations in which incidents and service requests will be initiated
C. Understand which steps contribute least to the support of the service
D. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.

Answer: B

Explanation:
Understanding the situationswhereincidents and service requestsare initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.

NEW QUESTION # 34
A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that is created

A. 1 and 2
B. 3 and 4
C. 1 and 4
D. 2 and 3

Answer: B

Explanation:
Individual changes should be measured by the outcomethey create to ensure they deliver real value, and theoverall success of multiple changes should also be measured by the outcometo confirm that the cumulative improvements meet business objectives.

NEW QUESTION # 35
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 filtering of operations data
B. Recruit additional operations staff
C. Renegotiate service level targets
D. Improve operations team training

Answer: A

Explanation:
Improving the filtering of operations data reduces the noise from irrelevant events, allowing the operations team to focus on critical events and prevent breaches of service level targets.

NEW QUESTION # 36
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. Use swarming to involve people from multiple different teams in the investigation
B. Follow the predefined procedure for investigating web performance incidents
C. Declare a major incident and start the major incident management procedure
D. Escalate to the performance management team, who will then escalate to a different team if needed

Answer: B

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

NEW QUESTION # 37
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A. One value stream for the organization, and separate value streams for each supplier
B. One value stream for the organization, and separate value streams for each team
C. One value stream for all activity that arrives via the service desk
D. One value stream for resolving incidents, and a separate value stream for managing service requests

Answer: C

Explanation:
A single value stream can manage all activity that arrives via the service desk, regardless of which internal team or supplier is involved, enabling streamlined and consistent handling of incidents and service requests.

NEW QUESTION # 38
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