Online Access Free ITIL-4-Specialist-Create-Deliver-and-Support Practice Test

A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

• A.Create a standard change model for development changes and initiate as a service request
• B.Increase the size of development changes to make them easier to handle and increase success
• C.Create a change model for development changes that includes the use of safe-to-fail testing
• D.Initiate development changes as emergency changes so that errors can be identified quickly

A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time. However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

• A.Review the incident resolution value stream
• B.Review the incident management process
• C.Review the incident resolution targets
• D.Review the change authorization procedures

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?

• A.Understand the situations in which incidents and service requests will be initiated
• B.Identify the activities which could be improved by the use of automation
• C.Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
• D.Understand which steps contribute least to the support of the service

An organization prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?

• A.An item logged today at 09:00
• B.An item logged yesterday at 11:00
• C.An item logged yesterday at 09:00
• D.An item logged today at 11:00

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