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Test ITIL-4-Specialist-Create-Deliver-and-Support Online - ITIL-4-Specialist-Create-Deliver-and-Support Exam Outline
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ITIL-4-Specialist-Create-Deliver-and-Support Exam Outline & ITIL-4-Specialist-Create-Deliver-and-Support Sample Questions Answers
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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q59-Q64):
NEW QUESTION # 59
A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?
- A. Renegotiate service level targets
- B. Review and automate filtering of operations data
- C. Improve operations team training
- D. Recruit and train additional operations staff
Answer: B
Explanation:
The best approach is to review and automate filtering of operations data (D). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.2.4) states: "Automation of event filtering reduces human error by prioritizing critical events, ensuring operators focus on what matters and preventing breaches of service level targets." This leverages technology to address misses, unlike option A (costly staffing), option B (insufficient if overwhelmed), or option C (avoiding the root cause). The guide notes: "Effective event management relies on automated tools to enhance reliability." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.4 - Event Management Automation.
NEW QUESTION # 60
How should roles and competencies be managed to adapt to rapid technological changes and market demands?
- A. By creating career paths dedicated to single technologies
- B. By continually adapting roles to evolving organizational requirements
- C. By focusing on increasing employees' technical experience
- D. By making it easier for employees to focus on one role
Answer: B
Explanation:
Roles and competencies should be managed by continually adapting them to evolving organizational requirements (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.3.2) advocates for flexible role definitions to respond to technological and market shifts, ensuring the service value system remains effective. This approach supports skill development and role evolution, unlike option A (rigid focus), option B (technology-specific paths), or option D (narrow technical emphasis). The guide emphasizes adaptability as a core competency.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Adapting Roles and Competencies.
NEW QUESTION # 61
In which circumstances should an organization buy, rather than build, software?
- A. The software is widely available and its features are standardized across most organizations
- B. The requirements of the organization are frequently changing because of rapid expansion
- C. The organization is part of a regulated industry and has a strong focus on internal policies
- D. The consumers of the software have many and varied customization requirements
Answer: A
Explanation:
An organization should buy software when it is widely available and its features are standardized across most organizations (A). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.2.1) states:
"Buying is preferable when software components are commoditized and meet common needs, offering cost efficiency and reduced development time compared to building custom solutions." This aligns with value stream optimization by leveraging market solutions. Option B suggests regulatory constraints favoring internal control; option C indicates a need for flexibility, better suited to building; and option D requires customization, favoring development. The guide adds: "Standardized software supports scalability and reduces maintenance overhead." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.1 - Buy vs. Build Decisions.
NEW QUESTION # 62
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?
- A. Insourcing
- B. Nearshoring
- C. Onshoring
- D. Offshoring
Answer: B
Explanation:
Nearshoringinvolves sourcing services from a supplier in anearby countrywithsimilar working hours, facilitating easier communication and collaboration.
NEW QUESTION # 63
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?
- A. Ensure that errors in the software that caused incidents are fixed
- B. Ensure that solutions provided by suppliers are captured and shared in the support team
- C. Ensure that solutions provided by the supplier are tested
- D. Avoid transferring incidents to an external supplier as long as possible
Answer: B
Explanation:
The best way is to ensure that solutions provided by suppliers are captured and shared within the support team (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.4) recommends knowledge management as a key practice to reduce reliance on external suppliers by documenting and disseminating resolutions, thereby decreasing response times and costs for recurring incidents. This approach builds internal capability, minimizing delays from supplier coordination. Option A delays resolution; option C depends on supplier action beyond the manager's control; and option D, while beneficial, is a validation step that doesn't address knowledge retention. The guide underscores the importance of a knowledge base in incident management.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.4 - Knowledge Management in Incident Resolution.
NEW QUESTION # 64
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