FREE PDF QUIZ TRUSTABLE ITIL - ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT PRACTICE EXAMS FREE

Free PDF Quiz Trustable ITIL - ITIL-4-Specialist-Create-Deliver-and-Support Practice Exams Free

Free PDF Quiz Trustable ITIL - ITIL-4-Specialist-Create-Deliver-and-Support Practice Exams Free

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q27-Q32):

NEW QUESTION # 27
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?

  • A. Limit the use of tickets to major and high-priority incidents
  • B. Use swarming to improve collaboration and validate information
  • C. Train agents to capture the information required by each support team
  • D. Validate the data, when tickets are being created by service desk agents

Answer: B

Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.


NEW QUESTION # 28
Which of the following involves consideration of the skills and availability of both internal and external resources?

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

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 # 29
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:
Swarminginvolves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.


NEW QUESTION # 30
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. Escalate to the performance management team, who will then escalate to a different team if needed
  • B. Declare a major incident and start the major incident management procedure
  • C. Follow the predefined procedure for investigating web performance incidents
  • D. Use swarming to involve people from multiple different teams in the investigation

Answer: C

Explanation:
Following a predefined procedurefor investigating web performance incidents ensures astructured and efficient escalation, reducing delays and avoiding confusion about responsibility.


NEW QUESTION # 31
Which is an example of results-based measurement and reporting?

  • A. Measuring and reporting the cost of providing a service to customers and users
  • B. Measuring and reporting the number of hours worked by service desk staff
  • C. Measuring and reporting customer satisfaction with closed incidents
  • D. Measuring and reporting the number of supplier-related interruptions to a service

Answer: C

Explanation:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.


NEW QUESTION # 32
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