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

A mobile app development company has implemented a new strategy in its software development process.
Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

• A.Focus on value
• B.Think and work holistically
• C.Optimize and automate
• D.Progress iteratively with feedback

An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

• A.Delegate to the vendor testing of the terminals and the card payment system
• B.Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
• C.Focus testing solely on user experience and delegate it to operational teams
• D.Include user experience and perception in the scope of testing and involve multiple teams

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

During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

• A.Create realistic user personas based on the gathered user data
• B.Involve many users from every target group in all steps of the design
• C.Interview customers about their preferences
• D.Use the latest technology capabilities to improve the look and feel of the designed solution

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

• A.Encourage teams to collaborate so they can focus on value for users
• B.Use value stream mapping to help understand the end-to-end flow of user support
• C.Improve the integration of tools to ensure there are no gaps between processes
• D.Review skills and competencies of user support staff to ensure they have the required capability