Prep and try our ITIL-4-Specialist-Create-Deliver-and-Support valid and latest training questions & answers

A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

• A. Knowledge of how to log incidents and service requests
• B. Technical knowledge of the supported products
• C. Experience of financial management
• D. Commitment to continual improvement

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

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. Review skills and competencies of user support staff to ensure they have the required capability
• C. Use value stream mapping to help understand the end-to-end flow of user support
• D. Improve the integration of tools to ensure there are no gaps between processes

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

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