ITIL-4-Specialist-Create-Deliver-and-Support 무료 덤프문제 온라인 액세스

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 desk
• B.Service level management
• C.Knowledge management
• D.Service validation and testing

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

A technology firm has implemented a new ticketing system for managing customer support requests.
However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

• A.Stop recording requests during exceptionally busy times
• B.Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
• C.Limit ticket submissions to reduce the workload on support staff
• D.Prioritize tickets based on the order of receipt

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?

• A.One value stream for the organization, and separate value streams for each supplier
• B.One value stream for the organization, and separate value streams for each team
• C.One value stream for resolving incidents, and a separate value stream for managing service requests
• D.One value stream for all activity that arrives via the service desk

An organization prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?

• A.An item logged yesterday at 11:00
• B.An item logged yesterday at 09:00
• C.An item logged today at 11:00
• D.An item logged today at 09:00