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Valid ITIL ITIL-4-Specialist-Create-Deliver-and-Support Questions - Pass Exam And Advance Your Career

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q72-Q77):

NEW QUESTION # 72
In which circumstances should an organization buy, rather than build, software?

A. The organization is part of a regulated industry and has a strong focus on internal policies
B. The software is widely available and its features are standardized across most organizations
C. The requirements of the organization are frequently changing because of rapid expansion
D. The consumers of the software have many and varied customization requirements

Answer: B

Explanation:
An organization should buy software when it is widely available and its features are standardized across most organizations (A). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.2.1) states:
"Buying is preferable when software components are commoditized and meet common needs, offering cost efficiency and reduced development time compared to building custom solutions." This aligns with value stream optimization by leveraging market solutions. Option B suggests regulatory constraints favoring internal control; option C indicates a need for flexibility, better suited to building; and option D requires customization, favoring development. The guide adds: "Standardized software supports scalability and reduces maintenance overhead." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.1 - Buy vs. Build Decisions.

NEW QUESTION # 73
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A. Use swarming to involve people from multiple different teams in the investigation
B. Escalate to the performance management team, who will then escalate to a different team if needed
C. Follow the predefined procedure for investigating web performance incidents
D. Declare a major incident and start the major incident management procedure

Answer: C

Explanation:
Following a predefined procedurefor investigating web performance incidents ensures astructured and efficient escalation, reducing delays and avoiding confusion about responsibility.

NEW QUESTION # 74
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
B. Prioritize queues using a combination of criteria to maximize value and minimize risks
C. Limit the number of incoming queries so they could be processed on time
D. Increase capacity to process all queries without delays

Answer: B

Explanation:
The best way is to prioritize queues using a combination of criteria to maximize value and minimize risks (B).
The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 4.2.3) states: "Prioritization should balance impact, urgency, and value, ensuring efficient resource use and timely resolution, especially in uneven demand scenarios." This approach adapts to fluctuating query volumes, unlike option A which focuses on profit (less relevant for a charity), option C which is costly and may not address root causes, or option D which restricts access. The guide notes: "Dynamic prioritization enhances service desk resilience under variable workloads." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.

NEW QUESTION # 75
Which statement about 'service integration as a service' isCORRECT?

A. The service integrator provides services and manages other vendors
B. The service integrator does not deliver any services to the organization
C. The service integrator can be easily replaced by other vendors to leverage better pricing
D. Multiple vendors provide the service integration and management function

Answer: A

Explanation:
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.

NEW QUESTION # 76
A cross-functional team is designing a value stream to support the development of a new financial service.
Some members of the team are suggesting that multiple value streams are needed.
Which factor would MOST LIKELY influence the need for multiple value streams?

A. The methods used to manage the development work
B. The number of practices required to support the service
C. The number of suppliers that will be used to source service components
D. Whether the service is being created for internal or external customers

Answer: A

Explanation:
Themethods used to manage the development work(such as Agile, DevOps, or Waterfall) can significantly influence whethermultiple value streamsare needed to efficiently handle different types of workflows within the same service development.

NEW QUESTION # 77
......

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Carl Hall Carl Hall

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