ITIL 4 Specialist Collaborate Assure and Improve practice questions, page 2 of 3, with answer review and explanations.
Question 6
An organization uses external suppliers for software development, service integration, operations, and support. The organization is keen to optimize relationships with some suppliers to ensure close cooperation in small cross-organizational teams. This should support the organization’s strategic goal of responding to the changing customer needs. Which value stream should the organization review FIRST to achieve this?
Creation of a new or changed product or service
Incident resolution
Service request fulfillment
Continual improvement of products and services
Question 7
A service provider has customized its services to meet the needs of different market sectors. The results of recent customer feedback surveys have shown that the customers feel that the service provider does not understand the customers’ needs. How should the service provider use its relationship managers to improve this situation?
Include a relationship manager in the service provider’s compliance team
Create a better alignment between the relationship managers and the service provider’s HR staff
Assign a relationship manager to work closely with each of the service provider’s service owners
Embed the relationship managers in the service provider’s procurement team
Question 8
The information security team is having difficulty working with the supplier management team. All other aspects of information security management work very well, but contracts with suppliers are often inadequate. What is the HIGHEST capability level that the organization’s information security management practice demonstrates?
Level 1
Level 2
Level 3
Level 4
Question 9
A small organization is planning to migrate some of its IT systems from on-premise data center to a major cloud service provider. What should the organization do to ensure that their systems and data are adequately protected from information security threats?
Keep all sensitive data on premise, migrate only non-critical systems
Employ a specialized service provider to protect the cloud-based data and systems
Update user agreements to transfer liability for possible data losses to the cloud service provider
Utilize information security capabilities offers by the cloud service provider and analyse the residual risks
Question 10
A supplier provides business data that is critical to the organization’s business. This supplier must log in to a server on the organization’s network to update the data on a regular basis. What should the organization use to ensure that only authorized supplier staff perform these updates?