ITIL 4 Specialist Create, Deliver and Support v1.0

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?

Which is often included in an Agile approach to software development?

A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership’s concern?

An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

Which is an example of a divisional organizational structure?

An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization’s goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

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 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?

An international e-commerce company is planning to launch a new mobile shopping application. During the initial design, the project team has encouraged challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns.

What approach should the company take to improve this situation?

A service provider is redesigning its service management system using value steam management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently.

What is the BEST approach to define the role of deployment management practice in value streams?

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 his situation?

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?