New ITIL 4 Specialist Create Deliver and Support Dumps (V8.02): Ensure You Pass the ITIL 4 Specialist: Create, Deliver and Support Exam

1. An organization uses value streams to help them deliver consistent services, and they use ‘service integration and management’ to manage many different suppliers.

How does ‘service integration and management’ work with the organization’s value streams?

2. A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.

What is the minimum number of different value streams that they need, in order to manage this work?

3. A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.

Which concept or approach would help the organization resolve this situation?

4. What approach can ensure testing happens earlier in the development lifecycle?

5. Which statement about ‘service integration as a service’ is CORRECT?

6. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed.

Which factor would MOST LIKELY influence the need for multiple value streams?

7. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

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

9. An organization prioritizes its work on a ‘last-in, first-out’ basis.

Which work item should be actioned NEXT?

10. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.

Which sourcing model should they use?

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

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

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?

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?

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?