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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Overview:

ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:

FAQs for ITIL 4 Specialist: Create, Deliver and SupportExam Candidates

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions:

Question 1

An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

A. Prioritize incoming queries based on their type and associated urgency
B. Recommend users to submit queries well in advance to ensure timely processing
C. Increase the number of service desk agents to process the incoming queries faster
D. Implement separate service desks for incident and service requests

Question 2

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. Review and automate filtering of operations data
C. Recruit and train additional operations staff
D. Renegotiate service level targets

Question 3

An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent. Which concept should be applied to overcome this challenge?

A. Working with a customer-oriented mindset
B. Workforce planning and management
C. A continual improvement culture
D. Shift-left

Question 4

During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.
What 'design thinking' activity is this an example of?

A. Inspiration and empathy
B. Implementation
C. Ideation
D. Prototyping

Question 5

An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A. Integration
B. Unit
C. System
D. Acceptance

Solutions: