ITIL-4-Specialist-Create-Deliver-and-Support無料問題集「ITIL 4 Specialist: Create, Deliver and SupportExam」

質問 1

A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

（A）Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

（B）Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

（C）Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

（D）Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 2

Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization's product team?

（A）Topic-based forums

（B）Event surveys

（C）Social media

（D）Self-service portals

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 3

An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?

（A）Validate the data, when tickets are being created by service desk agents

（B）Use swarming to improve collaboration and validate information

（C）Train agents to capture the information required by each support team

（D）Limit the use of tickets to major and high-priority incidents

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 4

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）Whether the service is being created for internal or external customers

（B）The number of suppliers that will be used to source service components

（C）The number of practices required to support the service

（D）The methods used to manage the development work

正解：D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

ITIL-4-Specialist-Create-Deliver-and-Support 無料問題集「ITIL 4 Specialist: Create, Deliver and SupportExam」

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