PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Exam Practice Test Instant Access

Question 1

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.

Which is the BEST action this team can take to address leadership's concern?

ADetermine where work is sitting in queues

BIntroduce additional sources of demand

CCompare the map to actual activities

DAutomate repeatable work activities

Answer : C

Question 2

Which of the following involves consideration of the skills and availability of both internal and external resources?

ABuild vs buy

BSwarming

CTriage prioritization

DShift-left approach

Answer : A

Question 3

A large organization is planning to integrate multiple systems into its existing IT infrastructure. What approach should the organization consider to achieve effective integration?

AAdopting a 'big bang' approach for all integrations simultaneously

BImplementing point-to-point integration for each system

CUsing incremental delivery for the integration of multiple components

DChoosing direct integration with no predetermined order for deployment

Answer : C

Question 4

A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

AImplement the continual improvement model for all teams to follow

BUse value stream mapping to analyze and optimize end-to-end workflows

CUse automation to optimize service value streams

DImplement Agile methods to improve software development

Answer : B

Question 5

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?

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

BIntegrate feedback loops and escalation mechanisms in the workflow

CEnable variance of quality and cost of services

DUse comprehensive complex simulations to test the workflow

Answer : B

Question 6

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?

AConsider how the service desk teams can be involved at an earlier stage in the creation of a service.

BIdentify the activities which could be improved by the use of automation

CUnderstand which steps contribute least to the support of the service

DUnderstand the situations in which incidents and service requests will be initiated

Answer : D

Question 7

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?

ACreate a standard change model for development changes and initiate as a service request

BIncrease the size of development changes to make them easier to handle and increase success

CCreate a change model for development changes that includes the use of safe-to-fail testing

DInitiate development changes as emergency changes so that errors can be identified quickly

Answer : C

PeopleCert ITIL 4 Specialist: Create, Deliver and Support ITIL-4-Specialist-Create-Deliver-and-Support Exam Practice Test