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 ITIL-4-Specialist-Create-Deliver-and-Support Dumps with Practice Exam Questions Answers

Questions: 40 Questions and Answers With Step-by-Step Explanation

Last Update: May 3, 2025

ITIL-4-Specialist-Create-Deliver-and-Support Question Includes: Single Choice Questions: 40,

ITIL-4-Specialist-Create-Deliver-and-Support Questions and Answers

Question # 1

Which is a reason why an organization should create competency profiles for each role?

A.

To plan the professional development of team members

B.

To ensure that IT specialists have pi-shaped skill profiles

C.

To ensure that technical skills are included in each profile

D.

To plan to fill all the mandatory ITIL roles

Question # 2

An organization is moving from a process-based approach to a value-stream based approach for managing user issues.

Which of these activities should the organization do FIRST?

A.

Consider how the service desk teams can be involved at an earlier stage in the creation of a service.

B.

Identify the activities which could be improved by the use of automation

C.

Understand which steps contribute least to the support of the service

D.

Understand the situations in which incidents and service requests will be initiated

Question # 3

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.

Use swarming to involve people from multiple different teams in the investigation

C.

Escalate to the performance management team, who will then escalate to a different team if needed

D.

Declare a major incident and start the major incident management procedure

Question # 4

A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.

What is the minimum number of different value streams that they need, in order to manage this work?

A.

One value stream for resolving incidents, and a separate value stream for managing service requests

B.

One value stream for the organization, and separate value streams for each supplier

C.

One value stream for the organization, and separate value streams for each team

D.

One value stream for all activity that arrives via the service desk

Question # 5

An organization has many team members who work independently and spend time on the work which interests them the most.

Which recommendation is MOST applicable to this situation?

A.

Encourage informal teams across the organization

B.

Incorporate the organization's vision into the team culture

C.

Promote a culture of learning and development

D.

Hold regular meetings focusing on problem solutions

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