ITIL-4-Specialist-Create-Deliver-and-Support by ITIL Actual Free Exam Questions And Answers

Question 1

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 automation to optimize service value streams

B. Implement Agile methods to improve software development

C. Implement the continual improvement model for all teams to follow

D. Use value stream mapping to analyze and optimize end-to-end workflows

Discussion 0

Correct Answer: D Vote an answer

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Question 2

During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A. Interview customers about their preferences

B. Use the latest technology capabilities to improve the look and feel of the designed solution

C. Involve many users from every target group in all steps of the design

D. Create realistic user personas based on the gathered user data

Discussion 0

Correct Answer: D Vote an answer

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Question 3

An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A. Delegate to the vendor testing of the terminals and the card payment system

B. Include user experience and perception in the scope of testing and involve multiple teams

C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers

D. Focus testing solely on user experience and delegate it to operational teams

Discussion 0

Correct Answer: B Vote an answer

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Question 4

A large organization is planning to integrate multiple systems into its existing IT infrastructure. What approach should the organization consider to achieve effective integration?

A. Using incremental delivery for the integration of multiple components

B. Choosing direct integration with no predetermined order for deployment

C. Implementing point-to-point integration for each system

D. Adopting a 'big bang' approach for all integrations simultaneously

Discussion 0

Correct Answer: A Vote an answer

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Question 5

Which statement about collaboration is CORRECT?

A. Collaboration focuses on the organization's goals

B. Collaboration should be used instead of swarming or

C. Collaboration is most useful for standardized work

D. Collaboration can be enforced by aligning metrics between teams

Discussion 0

Correct Answer: A Vote an answer

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Question 6

Which is an example of results-based measurement and reporting?

A. Measuring and reporting the cost of providing a service to customers and users

B. Measuring and reporting the number of supplier-related interruptions to a service

C. Measuring and reporting the number of hours worked by service desk staff

D. Measuring and reporting customer satisfaction with closed incidents

Discussion 0

Correct Answer: D Vote an answer

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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. Encourage informal teams across the organization

B. Hold regular meetings focusing on problem solutions

C. Incorporate the organization's vision into the team culture

D. Promote a culture of learning and development

Discussion 0

Correct Answer: C Vote an answer

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Question 8

An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A. Continuous deployment

B. Continual improvement

C. Continuous delivery

D. Continuous integration

Discussion 0

Correct Answer: D Vote an answer

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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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