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ITIL-4-Specialist-Create-Deliver-and-Support Valid Test Review | Valid ITIL-4-Specialist-Create-Deliver-and-Support Test Guide

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q25-Q30):

NEW QUESTION # 25
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A. Working with a customer-oriented mindset
B. Shift-left
C. Workforce planning and management
D. A continual improvement culture

Answer: D

Explanation:
A continual improvement culturefosters an environment of openness, trust, and transparency, encouraging employees to suggest improvements and ensuring their ideas are valued and considered.

NEW QUESTION # 26
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?

A. Service validation and testing
B. Knowledge management
C. Service level management
D. Service desk

Answer: C

Explanation:
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.

NEW QUESTION # 27
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A. Incorporate the organization's vision into the team culture
B. Promote a culture of learning and development
C. Hold regular meetings focusing on problem solutions
D. Encourage informal teams across the organization

Answer: A

Explanation:
Incorporating the organization's vision into the team culturealigns individual efforts with organizational goals, ensuring that team members focus on work that contributes to overall success rather than personal interests.

NEW QUESTION # 28
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A. Recruit additional operations staff
B. Improve filtering of operations data
C. Renegotiate service level targets
D. Improve operations team training

Answer: B

Explanation:
Improving the filtering of operations data reduces the noise from irrelevant events, allowing the operations team to focus on critical events and prevent breaches of service level targets.

NEW QUESTION # 29
Which is an example of results-based measurement and reporting?

A. Measuring and reporting customer satisfaction with closed incidents
B. Measuring and reporting the cost of providing a service to customers and users
C. Measuring and reporting the number of supplier-related interruptions to a service
D. Measuring and reporting the number of hours worked by service desk staff

Answer: A

Explanation:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.

NEW QUESTION # 30
......

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