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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q26-Q31):

NEW QUESTION # 26
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?

A. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
B. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
C. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
D. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

Answer: D

Explanation:
Increasing the priority of requeststhat have been waiting too long helpsprevent service level breachesand improves user satisfaction without undermining the triage approach for urgent tasks.

NEW QUESTION # 27
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A. One value stream for the organization, and separate value streams for each supplier
B. One value stream for resolving incidents, and a separate value stream for managing service requests
C. One value stream for all activity that arrives via the service desk
D. One value stream for the organization, and separate value streams for each team

Answer: C

Explanation:
A single value stream can manage all activity that arrives via the service desk, regardless of which internal team or supplier is involved, enabling streamlined and consistent handling of incidents and service requests.

NEW QUESTION # 28
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A. Working with a customer-oriented mindset
B. A continual improvement culture
C. Shift-left
D. Workforce planning and management

Answer: B

Explanation:
A continual improvement culturefosters an environment of openness, trust, and transparency, encouraging employees to suggest improvements and ensuring their ideas are valued and considered.

NEW QUESTION # 29
An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A. Focus testing solely on user experience and delegate it to operational teams
B. Include user experience and perception in the scope of testing and involve multiple teams
C. Delegate to the vendor testing of the terminals and the card payment system
D. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers

Answer: B

Explanation:
The service provider should include user experience and perception in the scope of testing and involve multiple teams (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.2.3) stresses comprehensive testing that covers technical functionality, user satisfaction, and integration, requiring collaboration across development, operations, and user groups to ensure the update meets diverse needs.
Option A shifts responsibility without oversight; option C is too narrow; and option D overlooks technical aspects. The guide highlights multi-team involvement for robust service delivery.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.3 - Testing Practices in Service Updates.

NEW QUESTION # 30
Which of the following involves consideration of the skills and availability of both internal and external resources?

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

Answer: B

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 # 31
......

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Exam Dumps ITIL-4-Specialist-Create-Deliver-and-Support Provider | Valid ITIL-4-Specialist-Create-Deliver-and-Support Test Pdf

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q26-Q31):

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