ITIL® 4 Specialist Create, Deliver and Support Quiz Questions and Answers

Which concept enables organizations to coordinate and combine activities from multiple suppliers in a value stream?

Answer :
  • Service integration and management

An organization has received feedback from users that their experience when creating tickets for incidents and service requests is impersonal. Which is the BEST improvement to make in response to this feedback?

Answer :
  • Reduce the visibility of systems and records to create an intuitive front-end experience

An organization has selected a vendor based in a country far away from the organization's principal country. Which is this an example of?

Answer :
  • Offshoring

An organization wants to create a consolidated set of requirements from its stakeholders for a new tool. The organization is in the process of rating and prioritizing each requirement to determine the importance of each one. Which concept or approach would BEST assist the organization in making these decisions?

Answer :
  • MoSCoW

An organization has established a continual improvement register and a simple process for collecting employee feedback. Over time, the organization has found that its employees have become hesitant to suggest improvements. Which is MOST LIKELY the reason for the employees’ hesitation?

Answer :
  • A lack of transparency into how ideas are reviewed and acted upon

An IT team in a large multinational organization wants to document the work they do by using value streams. What should they do FIRST?

Answer :
  • Agree on the appropriate level of detail and perspective describing the value stream

A service desk team uses a collaboration tool to work with subject matter experts (SMEs). The tool notifies relevant SMEs that their assistance is needed. The team can then collaborate with the responding SMEs in real time to resolve incidents more quickly. What is this an example of?

Answer :
  • Swarming

Which TWO are reasons why an organization would choose to buy a product from a supplier instead of building it in house? 1. The organization's processes for creating the product are immature 2. The work required to create the product is predictable and repetitive 3. The creation of the product relies on knowledge held by the organization's staff 4. The compliance to standards and policies is essential

Answer :
  • 1 and 2

Which is an example of swarming?

Answer :
  • A group of developers convene to decide who is best to resolve a specific coding problem

What form of organizational structure arranges resources based on control, lines of authority or technical domain?

Answer :
  • Functional structure