ITIL 4 Specialist: Create, Deliver and Support
Last Update 3 days ago
Total Questions : 73
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A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?
What approach can ensure testing happens earlier in the development lifecycle?
What should an organization consider when deciding to retain or outsource specific IT services?
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?
A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?
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?
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 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?
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.
Which action would BEST help the organization influence the demand for its services?
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?
TESTED 13 Sep 2025
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