ITIL 4 Specialist Create Deliver and Support

ITIL 4 Specialist Create Deliver and Support practice questions, page 3 of 4, with answer review and explanations.

Question 11

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

  1. Shortest item first
  2. Swarming
  3. Shift-left
  4. Robotic process automation

Question 12

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

  1. An incident resolved within the target SLA time, enabling efficient use of service desk resources
  2. An accurate and complete incident record, enabling subsequent trend analysis of incidents
  3. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
  4. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article

Question 13

A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team. Which is the BEST approach for the service desk to use for escalating this incident?

  1. Follow the predefined procedure for investigating web performance incidents
  2. Use swarming to involve people from multiple different teams in the investigation
  3. Escalate to the performance management team, who will then escalate to a different team if needed
  4. Declare a major incident and start the major incident management procedure

Question 14

A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality. Which practice is most likely to identify this issue and initiate improvement actions?

  1. Knowledge management
  2. Service validation and testing
  3. Service level management
  4. Service desk

Question 15

An organization is moving from a process-based approach to a value-stream based approach for managing user issues. Which of these activities should the organization do FIRST?

  1. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
  2. Identify the activities which could be improved by the use of automation
  3. Understand which steps contribute least to the support of the service
  4. Understand the situations in which incidents and service requests will be initiated