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Vce ITIL-4-Specialist-Create-Deliver-and-Support Exam, Premium ITIL-4-Specialist-Create-Deliver-and-Support Exam

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q63-Q68):

NEW QUESTION # 63
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A. By focusing on increasing employees' technical experience
B. By creating career paths dedicated to single technologies
C. By making it easier for employees to focus on one role
D. By continually adapting roles to evolving organizational requirements

Answer: D

Explanation:
Roles and competencies should be managed by continually adapting them to evolving organizational requirements (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.3.2) advocates for flexible role definitions to respond to technological and market shifts, ensuring the service value system remains effective. This approach supports skill development and role evolution, unlike option A (rigid focus), option B (technology-specific paths), or option D (narrow technical emphasis). The guide emphasizes adaptability as a core competency.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Adapting Roles and Competencies.

NEW QUESTION # 64
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A. Close the least popular communication channels to reduce the complexity
B. Allocate one most suitable channel to each customer type
C. Assign dedicated service desk agents to monitor each channel
D. Integrate all channels to support smooth switching between them for users and support agents

Answer: D

Explanation:
The service provider should integrate all channels to support smooth switching between them for users and support agents (C). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.2) emphasizes the importance of a unified service desk experience, where channel integration enables a seamless omnichannel approach. This reduces the team's monitoring burden by centralizing interactions, ensures timely responses through a single queue or dashboard, and addresses user complaints by maintaining flexibility across preferred channels. Option A risks alienating users who rely on less popular channels; option B increases resource demands without addressing root issues; and option D limits user choice, potentially worsening satisfaction. The guide highlights that effective channel management enhances service desk efficiency, a critical aspect of supporting diverse customer bases.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.2 - Omnichannel Service Desk Management.

NEW QUESTION # 65
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. High availability and security
B. Advanced analytics
C. Inventory and discovery of IT assets
D. Flexible workflow automation

Answer: D

Explanation:
The most important feature is flexible workflow automation (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 2.4.1) states that automation enables seamless integration of practices by streamlining processes, which is crucial for building effective service value streams. Other features like inventory (B), analytics (C), and security (D) are supportive but secondary to integration.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.4.1 - Toolset Features for Integration.

NEW QUESTION # 66
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the cost of providing a service to customers and users
B. Measuring and reporting customer satisfaction with closed incidents
C. Measuring and reporting the number of supplier-related interruptions to a service
D. Measuring and reporting the number of hours worked by service desk staff

Answer: B

Explanation:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.

NEW QUESTION # 67
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?

A. Problem management
B. Service desk
C. Monitoring and event management
D. Release management

Answer: B

Explanation:
Theservice deskpractice is the primary point of contact for users and customers, making it the best source for gathering information about both user issues and operational challenges faced by support teams.

NEW QUESTION # 68
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