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Exam ITIL-4-Specialist-Create-Deliver-and-Support Tips & ITIL-4-Specialist-Create-Deliver-and-Support Reliable Study Plan

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q58-Q63):

NEW QUESTION # 58
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified:
Ability to use company processes and tools
Leadership skills
Knowledge of service desk objectives
What Is the MOST important additional requirement for the job profile?

A. Technical knowledge of the supported products
B. Commitment to continual improvement
C. Knowledge of how to log incidents and service requests
D. Experience of financial management

Answer: B

Explanation:
Acommitment to continual improvementis crucial for a service desk team lead to drive team performance, enhance service quality, and align with the organization's goals for ongoing development.

NEW QUESTION # 59
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

A. Create one value stream for every lifecycle phase of support requests
B. Create separate value streams for practices, people, tools and suppliers
C. Create one value stream for each support team
D. Create one value stream for the entire set of support activities

Answer: D

Explanation:
Creating one value stream for the entire set of support activitiesensures anend-to-end viewof how the service will be supported, promoting integration across all contributing teams.

NEW QUESTION # 60
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. Advanced analytics
C. Results-based measurement
D. Swarming

Answer: D

Explanation:
The concept of swarming would help resolve this situation (D). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.5) defines swarming as: "A collaborative approach where multiple team members, including first- and second-line support, work together on an incident simultaneously to resolve it quickly, reducing queue buildup." This contrasts with the tiered structure's escalation delays. Option A focuses on metrics; option B aids analysis; and option C shifts work externally, none addressing queue reduction directly. The guide notes: "Swarming enhances resolution times by leveraging collective expertise." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.5 - Swarming in Incident Management.

NEW QUESTION # 61
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Initiate development changes as emergency changes so that errors can be identified quickly
B. Create a change model for development changes that includes the use of safe-to-fail testing
C. Increase the size of development changes to make them easier to handle and increase success
D. Create a standard change model for development changes and initiate as a service request

Answer: B

Explanation:
Creating a change modelthat includessafe-to-fail testingallows development changes to be tested in controlled conditions, reducing the risk of failure and improving change success rates.

NEW QUESTION # 62
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

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

Answer: B

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

NEW QUESTION # 63
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