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ITIL-4-Specialist-Create-Deliver-and-Support Study Materials & ITIL-4-Specialist-Create-Deliver-and-Support Free Study Material

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q29-Q34):

NEW QUESTION # 29
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?

A. Monitoring and event management
B. Release management
C. Problem management
D. Service desk

Answer: D

Explanation:
Theservice deskpractice is the primary point of contact for users and customers, making it the best source for gathering information about both user issues and operational challenges faced by support teams.

NEW QUESTION # 30
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A. Artificial intelligence
B. ITSM software
C. Advanced analytics
D. Information models

Answer: A

Explanation:
Artificial intelligenceis commonly applied to process and interpret unstructured text, enabling tasks such as generating summaries, translations, and extracting meaningful insights.

NEW QUESTION # 31
Which of the following involves consideration of the skills and availability of both internal and external resources?

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

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 # 32
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. 2 and 3
B. 1 and 4
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 # 33
When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A. An incident resolved within the target SLA time, enabling efficient use of service desk resources
B. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
C. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
D. An accurate and complete incident record, enabling subsequent trend analysis of incidents

Answer: B

Explanation:
From theuser's perspective,swift restorationof critical services like apoint of sale systemprovides immediate value by minimizing disruption and allowing normal operations to continue.

NEW QUESTION # 34
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