FREE PDF FANTASTIC ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT - ITIL 4 SPECIALIST: CREATE, DELIVER AND SUPPORTEXAM VALID EXAM OBJECTIVES

Free PDF Fantastic ITIL-4-Specialist-Create-Deliver-and-Support - ITIL 4 Specialist: Create, Deliver and SupportExam Valid Exam Objectives

Free PDF Fantastic ITIL-4-Specialist-Create-Deliver-and-Support - ITIL 4 Specialist: Create, Deliver and SupportExam Valid Exam Objectives

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q40-Q45):

NEW QUESTION # 40
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

  • A. Swarming
  • B. Shift-left
  • C. Robotic process automation
  • D. Shortest item first

Answer: B

Explanation:
Theshift-leftapproach improves incident resolution times bymoving support activities closer to frontline teams or users, enabling faster and more efficient handling.


NEW QUESTION # 41
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.
Which action would BEST help the organization influence the demand for its services?

  • A. Reducing the charges for less busy periods
  • B. Introducing continuous integration and deployment
  • C. Increasing the number of test specialists
  • D. Engaging with a supplier to outsource tasks

Answer: A

Explanation:
Reducing the charges for less busy periodshelpsinfluence and smooth out demand, encouraging customers to request services during lower-demand times and reducing peaks.


NEW QUESTION # 42
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. Knowledge of how to log incidents and service requests
  • B. Commitment to continual improvement
  • C. Technical knowledge of the supported products
  • D. Experience of financial management

Answer: B

Explanation:
Acommitment to continual improvementis crucial for a service desk team lead to drive team performance, enhance service quality, and align with the organization's goals for ongoing development.


NEW QUESTION # 43
Which of the following involves consideration of the skills and availability of both internal and external resources?

  • A. Swarming
  • B. Triage prioritization
  • C. Build vs buy
  • D. Shift-left approach

Answer: C

Explanation:
Build vs buyinvolves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.


NEW QUESTION # 44
A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.
Which concept or approach would help the organization resolve this situation?

  • A. Results-based measurement
  • B. Outsourcing
  • C. Swarming
  • D. Advanced analytics

Answer: C

Explanation:
Swarminginvolves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.


NEW QUESTION # 45
......

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