ITIL 4 Specialist Create Deliver and Support 시험 - ITIL실제시험문제와 답 - 40문항

Question No : 1

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

정답:
Explanation:
Understanding the situations where incidents and service requests are initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.

Question No : 2

A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A.Knowledge management
B.Service validation and testing
C.Service level management
D.Service desk

정답:
Explanation:
Service level management focuses on understanding and capturing customer expectations and experiences, making it the practice most likely to identify dissatisfaction and initiate improvement actions.

Question No : 3

A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A.Follow the predefined procedure for investigating web performance incidents
B.Use swarming to involve people from multiple different teams in the investigation
C.Escalate to the performance management team, who will then escalate to a different team if needed
D.Declare a major incident and start the major incident management procedure

정답:
Explanation:
Following a predefined procedure for investigating web performance incidents ensures a structured and efficient escalation, reducing delays and avoiding confusion about responsibility.

Question No : 4

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

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

정답:
Explanation:
From the user’s perspective, swift restoration of critical services like a point of sale system provides immediate value by minimizing disruption and allowing normal operations to continue.

Question No : 5

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A.Shortest item first
B.Swarming
C.Shift-left
D.Robotic process automation

정답:
Explanation:
The shift-left approach improves incident resolution times by moving support activities closer to frontline teams or users, enabling faster and more efficient handling.

Question No : 6

An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A.Onshoring
B.Insourcing
C.Offshoring
D.Nearshoring

정답:
Explanation:
Nearshoring involves sourcing services from a supplier in a nearby country with similar working hours, facilitating easier communication and collaboration.

Question No : 7

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

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

정답:
Explanation:
In a last-in, first-out approach, the most recently logged work item is actioned next, which is the item logged today at 11:00.

Question No : 8

Which of the following involves consideration of the skills and availability of both internal and external resources?

A.Build vs buy
B.Swarming
C.Triage prioritization
D.Shift-left approach

정답:
Explanation:
Build vs buy involves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.

Question No : 9

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.ITSM software
C.Information models
D.Advanced analytics

정답:
Explanation:
Artificial intelligence is commonly applied to process and interpret unstructured text, enabling tasks such as generating summaries, translations, and extracting meaningful insights.

Question No : 10

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

정답:
Explanation:
The methods used to manage the development work (such as Agile, DevOps, or Waterfall) can significantly influence whether multiple value streams are needed to efficiently handle different types of workflows within the same service development.

Question No : 11

Which statement about ‘service integration as a service’ is CORRECT?

A.The service integrator can be easily replaced by other vendors to leverage better pricing
B.The service integrator does not deliver any services to the organization
C.The service integrator provides services and manages other vendors
D.Multiple vendors provide the service integration and management function

정답:
Explanation:
In service integration as a service, the service integrator both provides services and manages other vendors, ensuring seamless delivery across multiple suppliers.

Question No : 12

What approach can ensure testing happens earlier in the development lifecycle?

A.Service integration and management
B.Managing work as tickets
C.Shift-left
D.Robotic process automation

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

Question No : 13

A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.
Which concept or approach would help the organization resolve this situation?

A.Results-based measurement
B.Advanced analytics
C.Outsourcing
D.Swarming

정답:
Explanation:
Swarming involves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.

Question No : 14

A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A.One value stream for resolving incidents, and a separate value stream for managing service requests
B.One value stream for the organization, and separate value streams for each supplier
C.One value stream for the organization, and separate value streams for each team
D.One value stream for all activity that arrives via the service desk

정답:
Explanation:
A single value stream can manage all activity that arrives via the service desk, regardless of which internal team or supplier is involved, enabling streamlined and consistent handling of incidents and service requests.

Question No : 15

An organization uses value streams to help them deliver consistent services, and they use ‘service integration and management’ to manage many different suppliers.
How does ‘service integration and management’ work with the organization’s value streams?

A.Service integration and management' is independent of the organization's value streams
B.Service integration and management' cannot be used in an organization that uses value streams
C.'Service integration and management' creates a separate value stream for each supplier
D.'Service integration and management' manages multiple suppliers in a single value stream

정답:
Explanation:
‘Service integration and management’ works by coordinating and managing multiple suppliers within a single value stream, ensuring that all suppliers contribute effectively to the delivery of consistent services aligned with the organization's value creation efforts

ITIL ITIL 4 Specialist Create Deliver and Support 시험