
ITIL 4 Specialist Sample Paper 2
Authored by Anand Narula
Professional Development
Professional Development
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40 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
An organization has a value stream for the creation of new services. The value stream is initiated by the customer requirements and ends with the applications being ready for deployment. Customers have complained that they have to wait too long for the services. Which is the BEST way to improve the value stream?
Reduce the amount of testing in each step to speed up the time to market for the services
Create actions within the value stream to update customers on the proposed go live dates of the services
Examine the steps and actions in the value chain to identify improvements to their durations
Extend the scope of the value stream to include the steps needed to make the service available to users
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is ESSENTIAL for effective collaboration between two teams?
Each team helping the other to meet their goals
Both teams cooperating by sharing information
A high level of trust between the teams
Both teams having suitable technology to support working together
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which tool is MOST likely to be used to automate workflows, as well as communicate with stakeholders?
Robotic process automation
Continuous integration and delivery/deployment
Integrated service management toolset
Reporting and advanced analytics
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which concept enables organizations to coordinate and combine activities from multiple suppliers in a value stream?
Service integration and management
Insourcing work
Commodification
MoSCoW model
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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?
Replace the use of tickets with collaborative swarming activities to improve teamwork
Reduce the visibility of systems and records to create an intuitive front-end experience
Revise prioritization levels and reduce the time taken to resolve incidents and service requests
Increase the number of fields in tickets for incidents and service requests to gather more personal information
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
An organization has selected a vendor based in a country far away from the organization's principal country. Which is this an example of?
Offshoring
Insourcing
Nearshoring
Onshoring
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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?
Managing work as tickets
Service integration and management
Integration and data sharing
MoSCoW
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