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ITIL Updated ITIL-4-Specialist-Create-Deliver-and-Support Exam Questions and Answers by alan

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

Exam Name: ITIL 4 Specialist: Create, Deliver and SupportExam
Exam Code: ITIL-4-Specialist-Create-Deliver-and-Support Dumps
Vendor: ITIL Certification: ITIL 4 Managing Professional
Questions: 73 Q&A's Shared By: alan
Question 16

An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.

Which practice is most likely to provide this information?

Options:

A.

Release management

B.

Monitoring and event management

C.

Problem management

D.

Service desk

Discussion
Question 17

A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

Options:

A.

Knowledge of how to log incidents and service requests

B.

Commitment to continual improvement

C.

Experience of financial management

D.

Technical knowledge of the supported products

Discussion
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Question 18

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

Options:

A.

Shortest item first

B.

Swarming

C.

Shift-left

D.

Robotic process automation

Discussion
Question 19

What approach can ensure testing happens earlier in the development lifecycle?

Options:

A.

Service integration and management

B.

Managing work as tickets

C.

Shift-left

D.

Robotic process automation

Discussion
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