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[General] ITIL-4-Specialist-Create-Deliver-and-Support Free Exam & ITIL-4-Specialist-C

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【General】 ITIL-4-Specialist-Create-Deliver-and-Support Free Exam & ITIL-4-Specialist-C

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q28-Q33):NEW QUESTION # 28
How should roles and competencies be managed to adapt to rapid technological changes and market demands?
  • A. By creating career paths dedicated to single technologies
  • B. By focusing on increasing employees' technical experience
  • C. By continually adapting roles to evolving organizational requirements
  • D. By making it easier for employees to focus on one role
Answer: C
Explanation:
Roles and competencies should be managed by continually adapting them to evolving organizational requirements (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.3.2) advocates for flexible role definitions to respond to technological and market shifts, ensuring the service value system remains effective. This approach supports skill development and role evolution, unlike option A (rigid focus), option B (technology-specific paths), or option D (narrow technical emphasis). The guide emphasizes adaptability as a core competency.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Adapting Roles and Competencies.

NEW QUESTION # 29
Which is a reason why an organization should create competency profiles for each role?
  • A. To ensure that technical skills are included in each profile
  • B. To plan the professional development of team members
  • C. To plan to fill all the mandatory ITIL roles
  • D. To ensure that IT specialists have pi-shaped skill profiles
Answer: B
Explanation:
Creating competency profileshelps the organizationplan the professional development of team members, ensuring that skills and capabilities align with current and future needs.

NEW QUESTION # 30
What approach can ensure testing happens earlier in the development lifecycle?
  • A. Shift-left
  • B. Managing work as tickets
  • C. Robotic process automation
  • D. Service integration and management
Answer: A
Explanation:
Shift-leftmoves testing activities earlier in the development lifecycle, helping to detect and fix defects sooner, improving quality and reducing rework.

NEW QUESTION # 31
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. Review skills and competencies of user support staff to ensure they have the required capability
  • B. Encourage teams to collaborate so they can focus on value for users
  • C. Improve the integration of tools to ensure there are no gaps between processes
  • D. Use value stream mapping to help understand the end-to-end flow of user support
Answer: D
Explanation:
The organization should first use value stream mapping to help understand the end-to-end flow of user support (A). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 2.3.1) states: "Value stream mapping is the initial step to visualize and analyze the flow of activities, identifying inefficiencies and delays in service delivery processes." This provides a foundation for addressing user complaints by pinpointing bottlenecks before implementing solutions like collaboration (B), tool integration (C), or skill reviews (D). The guide emphasizes: "Mapping ensures a holistic view, essential for effective planning and improvement." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.3.1 - Value Stream Mapping.

NEW QUESTION # 32
Which is an example of results-based measurement and reporting?
  • A. Measuring and reporting the number of hours worked by service desk staff
  • B. Measuring and reporting customer satisfaction with closed incidents
  • C. Measuring and reporting the cost of providing a service to customers and users
  • D. Measuring and reporting the number of supplier-related interruptions to a service
Answer: B
Explanation:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.

NEW QUESTION # 33
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