Free ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Dumps Questions & Answers

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

• A.  Shift-left
• B.  Robotic process automation
• C.  Managing work as tickets
• D.  Service integration and management

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

What should an organization consider when deciding to retain or outsource specific IT services?

• A.  Short-term cost optimization
• B.  Immediate staff reduction
• C.  Transfer of responsibility for highly tailored services
• D.  Cultural barriers and associated risks

A technology firm has implemented a new ticketing system for managing customer support requests.
However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

• A.  Stop recording requests during exceptionally busy times
• B.  Prioritize tickets based on the order of receipt
• C.  Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
• D.  Limit ticket submissions to reduce the workload on support staff

A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

• A.  Outsource the development of new technology segments to specialized vendors
• B.  Invest in targeted training programmes for existing staff in relevant emerging technologies
• C.  Increase the total number of employees focusing on new hires with expertise in emerging technologies
• D.  Restructure the organization to create specialized departments for emerging technologies