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

How should roles and competencies be managed to adapt to rapid technological changes and market demands?

• A.  By continually adapting roles to evolving organizational requirements
• B.  By making it easier for employees to focus on one role
• C.  By creating career paths dedicated to single technologies
• D.  By focusing on increasing employees' technical experience

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

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?

• A.  Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
• B.  Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
• 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.  Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

How should roles and competencies be managed to adapt to rapid technological changes and market demands?

• A.  By continually adapting roles to evolving organizational requirements
• B.  By making it easier for employees to focus on one role
• C.  By creating career paths dedicated to single technologies
• D.  By focusing on increasing employees' technical experience

An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

• A.  Limit the number of incoming queries so they could be processed on time
• B.  Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
• C.  Increase capacity to process all queries without delays
• D.  Prioritize queues using a combination of criteria to maximize value and minimize risks