Exam (elaborations)
ITIL 4 Specialist Create, Deliver and Support Exam Questions with Complete Answers
- Course
- Institution
ITIL 4 Specialist Create, Deliver and Support Exam Questions with Complete Answers
[Show more]
Content preview
ITIL 4 Specialist Create, Deliver andSupport Exam Questions with Complete
Answers
Which TWO types of processes will benefit the MOST from using 'robotic process
automation'?
1. Highly complex processes
2. Predictive processes
3. Rules-based processes
4. High volume processes
A. 1and2
B. 2and3
C. 3and4
D. 1and4 - Answer-C
An organization uses many different service providers. It has asked one of them to
provide services while managing and coordinating the others.
Which model does this situation describe?
A. Retained service integration
B. Single provider
C. Service guardian
D. Service integration as a service - Answer-D
A service provider has SLAs for the services it provides to its customers. The customers
are happy with the service, however the service level targets for customer satisfaction
are not reliably met every month.
Which is the BEST approach to resolve this situation?
A. Conduct a marketing campaign to improve the image of the service
provider and its services
B. Invest in service improvements to increase customer satisfaction
C. Provide customers a report with the breakdown of the SLA results, so - Answer-D
A development team in a financial organization needs to help create and deliver a
product that will be used by employees to ensure compliance with a new set of
regulatory controls.
What should they do FIRST?
, A. Understand the project methodologies used in the organization
B. Review how the service desk will use knowledge management
C. Decide which tools will be used to store records of work
D. Assess the skills and competences of the relevant IT staff - Answer-D
Which statement about 'information models' is CORRECT?
A. The level of detail recorded in 'information models' may vary
between different business areas of the organization
B. 'Information models' must be created using a standard structure and level of detail,
common across the organization's industry
C. Each technical specialist function in an organization is responsible for the creation
and maintenance of its own 'information model'
D. The 'information model' describes technology, but work pr - Answer-A
An organization has made a review of the incidents it has logged during the last month.
The review shows that 20% of the incidents have been classified as 'user error'.
Which practice would help the organization to undertake a formal analysis and to
establish the actions or measures needed to achieve a permanent resolution?
A. Problem management
B. Knowledge management
C. Service desk
D. Monitoring and event management - Answer-A
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
A. CI/CD
B. Integration and data sharing
C. Customer orientation
D. Employee satisfaction management - Answer-D
An organization has decided it needs new software. It is deciding whether to develop
the software in-house or purchase it from a supplier.
What is this an example of?
A. Build vs buy
B. Managing work as tickets
C. Service integration and management
D. Prioritizing work - Answer-A
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller lectknancy. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $12.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
67163 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now