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

An organization has found that a significant amount of rework is required because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

• A.Limit the use of tickets to major and high-priority incidents
• B.Validate the data when tickets are being created by service desk agents
• C.Train agents to capture the information required by each support team
• D.Use swarming to improve collaboration and validate information

An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

• A.Increase the number of service desk agents to process the incoming queries faster
• B.Prioritize incoming queries based on their type and associated urgency
• C.Recommend users to submit queries well in advance to ensure timely processing
• D.Implement separate service desks for incident and service requests

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

A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

• A.Integrate feedback loops and escalation mechanisms in the workflow
• B.Enable variance of quality and cost of services
• C.Use comprehensive complex simulations to test the workflow
• D.Define and optimize an individual value stream for each team involved in service creation

Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

• A.Artificial intelligence
• B.Information models
• C.ITSM software
• D.Advanced analytics