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


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

Question # 1

A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A.

Define and optimize an individual value stream for each team involved in service creation

B.

Integrate feedback loops and escalation mechanisms in the workflow

C.

Enable variance of quality and cost of services

D.

Use comprehensive complex simulations to test the workflow

Question # 2

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.

Results-based measurement

B.

Advanced analytics

C.

Outsourcing

D.

Swarming

Question # 3

A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A.

Review the incident resolution targets

B.

Review the change enablement practice

C.

Review the incident management practice

D.

Review the incident resolution value stream

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