ITIL 4 Specialist Create Deliver and Support

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

Question 16

A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes. Which is the BEST approach to reduce the number of failures?

  1. Create a standard change model for development changes and initiate as a service request
  2. Increase the size of development changes to make them easier to handle and increase success
  3. Create a change model for development changes that includes the use of safe-to-fail testing
  4. Initiate development changes as emergency changes so that errors can be identified quickly

Question 17

Which is an example of results-based measurement and reporting?

  1. Measuring and reporting the number of hours worked by service desk staff
  2. Measuring and reporting the number of supplier-related interruptions to a service
  3. Measuring and reporting customer satisfaction with closed incidents
  4. Measuring and reporting the cost of providing a service to customers and users

Question 18

Which statement about collaboration is CORRECT?

  1. Collaboration focuses on the organization’s goals
  2. Collaboration should be used instead of swarming or DevOps
  3. Collaboration can be enforced by aligning metrics between teams
  4. Collaboration is most useful for standardized work