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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q12-Q17):

NEW QUESTION # 12
Which is an example of using a 'shift-left' approach to optimize password resets?

A. Allow users to reset their own passwords using an automated tool
B. Train service desk agents to categorize password resets as service requests
C. Encourage users to remember or safely record their passwords to reduce the number of password resets
D. Automatically assign a high priority to password reset requests to resolve them faster

Answer: A

Explanation:
Allowing users to reset their own passwords using an automated tool (A) is an example of the shift-left approach. The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.3.1) defines shift-left as moving tasks to earlier stages or to the user, enhancing efficiency by reducing service desk workload.
Options B, C, and D do not shift the task to the user or an earlier stage.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach.

NEW QUESTION # 13
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A. Introduce rules for innovation and adaptability across all teams
B. Have leaders actively demonstrate and promote innovative practices
C. Base performance evaluations solely on the number of innovative ideas generated
D. Limit the cultural shift initiatives to only the newer employees

Answer: B

Explanation:
The company should have leaders actively demonstrate and promote innovative practices (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.4.2) highlights that leadership behavior is pivotal in driving cultural change, especially in overcoming resistance by modeling adaptability and engaging employees through visible commitment. This builds trust and encourages long-standing staff to embrace new methods. Option A imposes rules without engagement; option C excludes key staff; and option D overemphasizes metrics, risking disengagement. The guide stresses leadership's role in cultural transformation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.4.2 - Leadership in Cultural Change.

NEW QUESTION # 14
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Create a change model for development changes that includes the use of safe-to-fail testing
B. Create a standard change model for development changes and initiate as a service request
C. Increase the size of development changes to make them easier to handle and increase success
D. Initiate development changes as emergency changes so that errors can be identified quickly

Answer: A

Explanation:
Creating a change modelthat includessafe-to-fail testingallows development changes to be tested in controlled conditions, reducing the risk of failure and improving change success rates.

NEW QUESTION # 15
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. Declare a major incident and start the major incident management procedure
B. Use swarming to involve people from multiple different teams in the investigation
C. Escalate to the performance management team, who will then escalate to a different team if needed
D. Follow the predefined procedure for investigating web performance incidents

Answer: D

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

NEW QUESTION # 16
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B. Identify the activities which could be improved by the use of automation
C. Understand which steps contribute least to the support of the service
D. Understand the situations in which incidents and service requests will be initiated

Answer: D

Explanation:
Understanding the situationswhereincidents and service requestsare initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.

NEW QUESTION # 17
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