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ITIL 4 Specialist: Create, Deliver and SupportExam Valid Exam Guide & ITIL-4-Specialist-Create-Deliver-and-Support Free Pdf Vce & ITIL 4 Specialist: Create, Deliver and SupportExam Latest Practice Questions

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q16-Q21):

NEW QUESTION # 16
Which is an example of using a 'shift-left' approach to optimize password resets?

A. Allow users to reset their own passwords using an automated tool
B. Encourage users to remember or safely record their passwords to reduce the number of password resets
C. Train service desk agents to categorize password resets as service requests
D. Automatically assign a high priority to password reset requests to resolve them faster

Answer: A

Explanation:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.

NEW QUESTION # 17
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

A. Create separate value streams for practices, people, tools and suppliers
B. Create one value stream for every lifecycle phase of support requests
C. Create one value stream for the entire set of support activities
D. Create one value stream for each support team

Answer: C

Explanation:
Creating one value stream for the entire set of support activitiesensures anend-to-end viewof how the service will be supported, promoting integration across all contributing teams.

NEW QUESTION # 18
Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization's product team?

A. Self-service portals
B. Social media
C. Topic-based forums
D. Event surveys

Answer: C

Explanation:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.

NEW QUESTION # 19
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. Service level management
B. Knowledge management
C. Service validation and testing
D. Service desk

Answer: A

Explanation:
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.

NEW QUESTION # 20
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. Engaging with a supplier to outsource tasks
B. Reducing the charges for less busy periods
C. Introducing continuous integration and deployment
D. Increasing the number of test specialists

Answer: B

Explanation:
Reducing the charges for less busy periodshelpsinfluence and smooth out demand, encouraging customers to request services during lower-demand times and reducing peaks.

NEW QUESTION # 21
......

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Ray Fisher Ray Fisher

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