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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q73-Q78):
NEW QUESTION # 73
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
- A. Follow the predefined procedure for investigating web performance incidents
- B. Declare a major incident and start the major incident management procedure
- C. Use swarming to involve people from multiple different teams in the investigation
- D. Escalate to the performance management team, who will then escalate to a different team if needed
Answer: A
Explanation:
Following a predefined procedurefor investigating web performance incidents ensures astructured and efficient escalation, reducing delays and avoiding confusion about responsibility.
NEW QUESTION # 74
A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that is created
- A. 1 and 4
- B. 2 and 3
- C. 1 and 2
- D. 3 and 4
Answer: D
Explanation:
Individual changes should be measured by the outcomethey create to ensure they deliver real value, and theoverall success of multiple changes should also be measured by the outcometo confirm that the cumulative improvements meet business objectives.
NEW QUESTION # 75
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
- A. Continuous integration
- B. Continuous delivery
- C. Continual improvement
- D. Continuous deployment
Answer: A
Explanation:
Continuous integration (CI) is a practice that involves frequently integrating code changes into a shared repository, allowing teams to detect and resolve issues early. In the context of the scenario, where delays occur due to developers using individual repositories, CI would help by enabling regular integration of code, reducing conflicts, and streamlining the development process. This aligns with the ITIL 4 Specialist: Create, Deliver and Support guidance on optimizing value streams through effective planning and building practices.
The official ITIL 4 CDS study guide (Section 2.2.1) emphasizes that CI reduces delays by automating integration and testing, which is critical when managing service creation and changes. Other options like continuous delivery (B) and continuous deployment (C) are subsequent steps that build on CI, while continual improvement (D) is a broader practice not specifically addressing the repository issue.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.2.1 - Value Stream Optimization.
NEW QUESTION # 76
Which is an example of using a 'shift-left' approach to optimize password resets?
- A. Automatically assign a high priority to password reset requests to resolve them faster
- B. Allow users to reset their own passwords using an automated tool
- C. Encourage users to remember or safely record their passwords to reduce the number of password resets
- D. Train service desk agents to categorize password resets as service requests
Answer: B
Explanation:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.
NEW QUESTION # 77
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. Outsourcing
- B. Results-based measurement
- C. Swarming
- D. Advanced analytics
Answer: C
Explanation:
The concept of swarming would help resolve this situation (D). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.5) defines swarming as: "A collaborative approach where multiple team members, including first- and second-line support, work together on an incident simultaneously to resolve it quickly, reducing queue buildup." This contrasts with the tiered structure's escalation delays. Option A focuses on metrics; option B aids analysis; and option C shifts work externally, none addressing queue reduction directly. The guide notes: "Swarming enhances resolution times by leveraging collective expertise." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.5 - Swarming in Incident Management.
NEW QUESTION # 78
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