ITIL 4 Specialist Create Deliver and Support Online Dumps Boost Your Career

The ITIL 4 Specialist Create Deliver and Support ITIL 4 Specialist: Create, Deliver and SupportExam certification exam is challenging, and it's natural to feel anxious and nervous before taking the exam. Practicing with ITIL 4 Specialist Create Deliver and Support dumps questions can help alleviate this anxiety by boosting your confidence. As you practice and become more familiar with the exam format and content, you'll feel more confident in your abilities, which can help you perform better on the actual ITIL 4 Specialist Create Deliver and Support exam. Practicing with ITIL 4 Specialist Create Deliver and Support questions can increase your chances of success in the certification exam. Practice free ITIL ITIL 4 Specialist Create Deliver and Support exam dumps below.

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1. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS.

What is this situation an example of?

Commoditization of service components

Organization-specific requirements for service functionality

Customer demand for personalized products

Service components lacking mass-market adoption

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2. A healthcare organization is implementing data analytics to analyze patient data.

Why is data analytics important in this context?

To prioritize and resolve requests for patient data

To improve decision-making based on patient data analysis

To understand the relationships between patient data and the healthcare’s business services

To highlight bottlenecks in the organization’s workflows when collecting patient data

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3. 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?

Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

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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?

Release management

Monitoring and event management

Problem management

Service desk

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5. 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?

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

Create realistic user personas based on the gathered user data

Interview customers about their preferences

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

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

Service integration and management

Managing work as tickets

Shift-left

Robotic process automation

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7. To stay ahead of its competition, an organization’s leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.

Which improvement is MOST LIKELY to improve the entire value stream?

Reducing the time spent assessing and approving changes

Designing a continuous integration/continuous delivery pipeline

Reducing the time it takes to provide environments for projects

Minimizing handoffs between specialists within a development team

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8. Which statement about collaboration is CORRECT?

Collaboration focuses on the organization's goals

Collaboration should be used instead of swarming or

Collaboration can be enforced by aligning metrics between teams

Collaboration is most useful for standardized work

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9. What is the goal of the ‘shift-left’ approach?

Repositioning tasks to earlier stages in the process to boost workflow efficiency

Automating repetitive processes using robots and AI

Implementing Agile practices for continuous software development

Integrating multiple suppliers in a value stream for effective service management

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

Continuous integration

Continuous delivery

Continuous deployment

Continual improvement

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11.

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

An incident resolved within the target SLA time, enabling efficient use of service desk resources

An accurate and complete incident record, enabling subsequent trend analysis of incidents

A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

A better understanding of a complex networking scenario, enabling the creation of a new knowledge article

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12. 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?

Validate the data, when tickets are being created by service desk agents

Train agents to capture the information required by each support team

Limit the use of tickets to major and high-priority incidents

Use swarming to improve collaboration and validate information

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13. 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?

Unit

Integration

System

Acceptance

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14. 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?

Implement the continual improvement model for all teams to follow

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

Use automation to optimize service value streams

Implement Agile methods to improve software development

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15. 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?

Knowledge of how to log incidents and service requests

Commitment to continual improvement

Experience of financial management

Technical knowledge of the supported products

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16. 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 the team can take to address leadership's concern?

Determine where work is sitting in queues

Introduce additional sources of demand

Compare the map to actual activities

Automate repeatable work activities

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17. An organization prioritizes its work on a ‘last-in, first-out’ basis.

Which work item should be actioned NEXT?

An item logged yesterday at 09:00

An item logged yesterday at 11:00

An item logged today at 09:00

An item logged today at 11:00

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18. A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery.

How should the company structure its value stream to meet this objective?

Define and optimize an individual value stream for each team involved in service creation

Integrate feedback loops and escalation mechanisms in the workflow

Enable variance of quality and cost of services

Use comprehensive complex simulations to test the workflow

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19. A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution.

What is the BEST way for the incident manager to achieve this?

Avoid transferring incidents to an external supplier as long as possible

Ensure that solutions provided by suppliers are captured and shared in the support team

Ensure that errors in the software that caused incidents are fixed

Ensure that solutions provided by the supplier are tested

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20. An international e-commerce company is planning to launch a new mobile shopping application. During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns.

What approach should the company take to improve this situation?

Focus on app performance and security features

Implement a global standard design

Adopt a design thinking approach based on customer and user feedback

Establish a team of expert developers to revise the initial design

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21. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.

What should the organization do FIRST to start to improve the situation?

Use value stream mapping to help understand the end-to-end flow of user support

Encourage teams to collaborate so they can focus on value for users

Improve the integration of tools to ensure there are no gaps between processes

Review skills and competencies of user support staff to ensure they have the required capability

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