ITIL 4 Specialist: Create, Deliver and SupportExam (ITIL-4-Specialist-Create-Deliver-and-Support) Free Practice Test

Question 1

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

A. Shift-left

B. Swarming

C. Robotic process automation

D. Shortest item first

Correct Answer: A

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Question 2

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?

A. Create one value stream for each support team

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

C. Create one value stream for every lifecycle phase of support requests

D. Create one value stream for the entire set of support activities

Correct Answer: D

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Question 3

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

B. Using incremental delivery for the integration of multiple components

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

D. Choosing direct integration with no predetermined order for deployment

Correct Answer: B

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Question 4

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

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

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

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

D. Measuring and reporting customer satisfaction with closed incidents

Correct Answer: D

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Question 5

Which is a reason why an organization should create competency profiles for each role?

A. To ensure that technical skills are included in each profile

B. To plan the professional development of team members

C. To plan to fill all the mandatory ITIL roles

D. To ensure that IT specialists have pi-shaped skill profiles

Correct Answer: B

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Question 6

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?

A. Experience of financial management

B. Commitment to continual improvement

C. Knowledge of how to log incidents and service requests

D. Technical knowledge of the supported products

Correct Answer: B

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Question 7

A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A. Service level management

B. Service desk

C. Knowledge management

D. Service validation and testing

Correct Answer: A

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Question 8

Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A. ICI/CD

B. Integration and data sharing

C. Robotic process automation

D. Customer orientation

Correct Answer: B

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ITIL 4 Specialist: Create, Deliver and SupportExam (ITIL-4-Specialist-Create-Deliver-and-Support) Free Practice Test