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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q30-Q35):
NEW QUESTION # 30
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 each support team
- B. Create one value stream for every lifecycle phase of support requests
- C. Create separate value streams for practices, people, tools and suppliers
- 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 # 31
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?
- A. Service desk
- B. Problem management
- C. Monitoring and event management
- D. Release management
Answer: A
Explanation:
Theservice deskpractice is the primary point of contact for users and customers, making it the best source for gathering information about both user issues and operational challenges faced by support teams.
NEW QUESTION # 32
Which statement about collaboration is CORRECT?
- A. Collaboration should be used instead of swarming or
- B. Collaboration is most useful for standardized work
- C. Collaboration focuses on the organization's goals
- D. Collaboration can be enforced by aligning metrics between teams
Answer: C
Explanation:
Collaborationis fundamentally aboutfocusing on the organization's goals, ensuring that different teams and individuals work together toward shared outcomes.
NEW QUESTION # 33
Which is an example of using a 'shift-left' approach to optimize password resets?
- A. Encourage users to remember or safely record their passwords to reduce the number of password resets
- B. Automatically assign a high priority to password reset requests to resolve them faster
- C. Allow users to reset their own passwords using an automated tool
- D. Train service desk agents to categorize password resets as service requests
Answer: C
Explanation:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.
NEW QUESTION # 34
Which is an example of a divisional organizational structure?
- A. An organization which has a different business unit for each of its products
- B. An organization which has arranged its teams in a hierarchical authority structure
- C. An organization which does not have a layered management structure
- D. An organization which uses a grid of reporting relationships
Answer: A
Explanation:
Anorganization with a different business unit for each of its productsis an example of adivisional organizational structure, where divisions are typically based on products, services, or markets.
NEW QUESTION # 35
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