100% PASS QUIZ ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT - USEFUL ITIL 4 SPECIALIST: CREATE, DELIVER AND SUPPORTEXAM TEST CERTIFICATION COST

100% Pass Quiz ITIL-4-Specialist-Create-Deliver-and-Support - Useful ITIL 4 Specialist: Create, Deliver and SupportExam Test Certification Cost

100% Pass Quiz ITIL-4-Specialist-Create-Deliver-and-Support - Useful ITIL 4 Specialist: Create, Deliver and SupportExam Test Certification Cost

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q21-Q26):

NEW QUESTION # 21
What is the goal of the 'shift-left' approach?

  • A. Automating repetitive processes using robots and AI
  • B. Implementing Agile practices for continuous software development
  • C. Integrating multiple suppliers in a value stream for effective service management
  • D. Repositioning tasks to earlier stages in the process to boost workflow efficiency

Answer: D

Explanation:
The goal of the 'shift-left' approach is repositioning tasks to earlier stages in the process to boost workflow efficiency (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.3.1) explicitly defines shift-left as a strategy to move activities, such as support or testing, closer to the point of origin-often to users or frontline teams-to reduce delays, improve response times, and enhance overall service delivery.
This approach leverages automation and self-service tools to empower users, thereby streamlining workflows and reducing the burden on higher-tier support teams. Option B focuses on automation alone, which is a supporting mechanism but not the core goal; option C relates to Agile methodologies, which are distinct from shift-left; and option D pertains to supplier integration, which is unrelated to this concept. The emphasis on efficiency is further supported by examples like self-service password resets, where tasks are shifted to users, aligning with ITIL's focus on value co-creation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach and Workflow Optimization.


NEW QUESTION # 22
A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

  • A. Ensure that errors in the software that caused incidents are fixed
  • B. Ensure that solutions provided by the supplier are tested
  • C. Ensure that solutions provided by suppliers are captured and shared in the support team
  • D. Avoid transferring incidents to an external supplier as long as possible

Answer: C

Explanation:
The best way is to ensure that solutions provided by suppliers are captured and shared within the support team (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.4) recommends knowledge management as a key practice to reduce reliance on external suppliers by documenting and disseminating resolutions, thereby decreasing response times and costs for recurring incidents. This approach builds internal capability, minimizing delays from supplier coordination. Option A delays resolution; option C depends on supplier action beyond the manager's control; and option D, while beneficial, is a validation step that doesn't address knowledge retention. The guide underscores the importance of a knowledge base in incident management.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.4 - Knowledge Management in Incident Resolution.


NEW QUESTION # 23
Which is often included in an Agile approach to software development?

  • A. Advanced analytics
  • B. Information models
  • C. Integrated service management toolsets
  • D. CI/CD

Answer: D

Explanation:
CI/CD (Continuous Integration/Continuous Delivery)is often included in anAgile approachto accelerate and automate software development, testing, and deployment.


NEW QUESTION # 24
Which statement about 'service integration as a service' isCORRECT?

  • A. Multiple vendors provide the service integration and management function
  • B. The service integrator does not deliver any services to the organization
  • C. The service integrator can be easily replaced by other vendors to leverage better pricing
  • D. The service integrator provides services and manages other vendors

Answer: D

Explanation:
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.


NEW QUESTION # 25
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

  • A. Limit the number of incoming queries so they could be processed on time
  • B. Prioritize queues using a combination of criteria to maximize value and minimize risks
  • C. Increase capacity to process all queries without delays
  • D. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties

Answer: B

Explanation:
The best way is to prioritize queues using a combination of criteria to maximize value and minimize risks (B).
The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 4.2.3) states: "Prioritization should balance impact, urgency, and value, ensuring efficient resource use and timely resolution, especially in uneven demand scenarios." This approach adapts to fluctuating query volumes, unlike option A which focuses on profit (less relevant for a charity), option C which is costly and may not address root causes, or option D which restricts access. The guide notes: "Dynamic prioritization enhances service desk resilience under variable workloads." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.


NEW QUESTION # 26
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