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

Which is an example of results-based measurement and reporting?

• A.Measuring and reporting the cost of providing a service to customers and users
• B.Measuring and reporting the number of hours worked by service desk staff
• C.Measuring and reporting the number of supplier-related interruptions to a service
• D.Measuring and reporting customer satisfaction with closed incidents

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership's concern?

• A.Introduce additional sources of demand
• B.Automate repeatable work activities
• C.Determine where work is sitting in queues
• D.Compare the map to actual activities

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.Problem management
• C.Monitoring and event management
• D.Release management

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

• A.A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
• B.A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
• C.An accurate and complete incident record, enabling subsequent trend analysis of incidents
• D.An incident resolved within the target SLA time, enabling efficient use of service desk resources

A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that is created

• A.1 and 2
• B.3 and 4
• C.1 and 4
• D.2 and 3