Free ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Dumps Questions & Answers

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

An organization prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?

• A.  An item logged yesterday at 11:00
• B.  An item logged today at 11:00
• C.  An item logged yesterday at 09:00
• D.  An item logged today at 09:00

In which circumstances should an organization buy, rather than build, software?

• A.  The consumers of the software have many and varied customization requirements
• B.  The organization is part of a regulated industry and has a strong focus on internal policies
• C.  The requirements of the organization are frequently changing because of rapid expansion
• D.  The software is widely available and its features are standardized across most organizations

An international e-commerce company is planning to launch a new mobile shopping application. During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

• A.  Adopt a design thinking approach based on customer and user feedback
• B.  Implement a global standard design
• C.  Focus on app performance and security features
• D.  Establish a team of expert developers to revise the initial design

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