Online Access Free ITIL-4-Specialist-Create-Deliver-and-Support Exam Questions

Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

• A.Integration and data sharing
• B.ICI/CD
• C.Robotic process automation
• D.Customer orientation

An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

• A.Create one value stream for each support team
• B.Create one value stream for the entire set of support activities
• C.Create one value stream for every lifecycle phase of support requests
• D.Create separate value streams for practices, people, tools and suppliers

An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

• A.Servant leadership
• B.Heuristic task
• C.Cooperation
• D.Algorithmic task

An international e-commerce company is planning to launch a new mobile shopping application. During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

• A.Implement a global standard design
• B.Adopt a design thinking approach based on customer and user feedback
• C.Establish a team of expert developers to revise the initial design
• D.Focus on app performance and security features

A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

• A.Close the least popular communication channels to reduce the complexity
• B.Integrate all channels to support smooth switching between them for users and support agents
• C.Assign dedicated service desk agents to monitor each channel
• D.Allocate one most suitable channel to each customer type