ITIL 4 Specialist Create, Deliver and Support v1.0

Which is an example of results-based measurement and reporting?

Which statement about collaboration is CORRECT?

An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

Which is an example of using a ‘shift-left’ approach to optimize password resets?

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 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 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?

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?

An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

To stay ahead of its competition, an organization’s leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?

Which is a reason why an organization should create competency profiles for each role?

During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.
What ‘design thinking’ activity is this an example of?

An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?