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ITIL 4 Managing Professional ITIL 4 Specialist: Create, Deliver and SupportExam

ITIL 4 Specialist: Create, Deliver and SupportExam

Last Update Mar 8, 2026
Total Questions : 73

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Questions 2

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

Options:

Shortest item first

Swarming

Shift-left

Robotic process automation

Discussion 0

Questions 3

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:

Knowledge of how to log incidents and service requests

Commitment to continual improvement

Experience of financial management

Technical knowledge of the supported products

Discussion 0

Questions 4

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:

Release management

Monitoring and event management

Problem management

Service desk

Discussion 0

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Questions 5

An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.

Which approach should the organization follow when creating a value stream to support the new service?

Options:

Create one value stream for every lifecycle phase of support requests

Create one value stream for the entire set of support activities

Create one value stream for each support team

Create separate value streams for practices, people, tools and suppliers

Discussion 0

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itil.selftestengine.new release itil-4-specialist-create-deliver-and-support itil 4 managing professional questions.by ismaeel.q51.vce.pdf

2026-02-15