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ITIL 4 Specialist: Create, Deliver and SupportExam Questions and Answers

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Question 1

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?

Options:

A.

Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

B.

Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

C.

Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

D.

Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

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Question 2

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

Options:

A.

Use value stream mapping to help understand the end-to-end flow of user support

B.

Encourage teams to collaborate so they can focus on value for users

C.

Improve the integration of tools to ensure there are no gaps between processes

D.

Review skills and competencies of user support staff to ensure they have the required capability

Question 3

Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

Options:

A.

Robotic process automation

B.

Integration and data sharing

C.

Customer orientation

D.

ICI/CD

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