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

NEW QUESTION # 21
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?

  • A. Whether the service is being created for internal or external customers
  • B. The number of suppliers that will be used to source service components
  • C. The number of practices required to support the service
  • D. The methods used to manage the development work

Answer: D

Explanation:
Themethods used to manage the development work(such as Agile, DevOps, or Waterfall) can significantly influence whethermultiple value streamsare needed to efficiently handle different types of workflows within the same service development.


NEW QUESTION # 22
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?

  • A. Service desk
  • B. Monitoring and event management
  • C. Problem management
  • D. Release management

Answer: A

Explanation:
Theservice deskpractice is the primary point of contact for users and customers, making it the best source for gathering information about both user issues and operational challenges faced by support teams.


NEW QUESTION # 23
To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?

  • A. Reducing the time it takes to provide environments for projects
  • B. Reducing the time spent assessing and approving changes
  • C. Minimizing handoffs between specialists within a development team
  • D. Designing a continuous integration/continuous delivery pipeline

Answer: D

Explanation:
Designing a continuous integration/continuous delivery (CI/CD) pipelineimproves theentire end-to-end value streamby enabling faster, automated delivery of product innovations to customers.


NEW QUESTION # 24
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

  • A. Improve filtering of operations data
  • B. Renegotiate service level targets
  • C. Recruit additional operations staff
  • D. Improve operations team training

Answer: A

Explanation:
Improving the filtering of operations data reduces the noise from irrelevant events, allowing the operations team to focus on critical events and prevent breaches of service level targets.


NEW QUESTION # 25
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

Answer: A

Explanation:
Shift-leftmoves testing activities earlier in the development lifecycle, helping to detect and fix defects sooner, improving quality and reducing rework.


NEW QUESTION # 26
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