DUMP ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT CHECK | TEST ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT SAMPLE QUESTIONS

Dump ITIL-4-Specialist-Create-Deliver-and-Support Check | Test ITIL-4-Specialist-Create-Deliver-and-Support Sample Questions

Dump ITIL-4-Specialist-Create-Deliver-and-Support Check | Test ITIL-4-Specialist-Create-Deliver-and-Support Sample Questions

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q28-Q33):

NEW QUESTION # 28
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. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
  • B. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
  • C. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
  • D. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

Answer: B

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 # 29
Which statement about 'service integration as a service' isCORRECT?

  • A. The service integrator does not deliver any services to the organization
  • 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 provides services and manages other vendors

Answer: D

Explanation:
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.


NEW QUESTION # 30
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?

  • A. Limit the use of tickets to major and high-priority incidents
  • B. Use swarming to improve collaboration and validate information
  • C. Validate the data, when tickets are being created by service desk agents
  • D. Train agents to capture the information required by each support team

Answer: B

Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.


NEW QUESTION # 31
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership's concern?

  • A. Compare the map to actual activities
  • B. Introduce additional sources of demand
  • C. Automate repeatable work activities
  • D. Determine where work is sitting in queues

Answer: A

Explanation:
Comparing the map to actual activitiesensures the value stream reflects reality, helping identify gaps, hidden delays, and inefficiencies that must be addressed to truly reduce incident resolution times.


NEW QUESTION # 32
Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization's product team?

  • A. Self-service portals
  • B. Event surveys
  • C. Topic-based forums
  • D. Social media

Answer: C

Explanation:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.


NEW QUESTION # 33
......

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