Free ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Dumps Questions & Answers

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

During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

• A.Use the latest technology capabilities to improve the look and feel of the designed solution
• B.Involve many users from every target group in all steps of the design
• C.Create realistic user personas based on the gathered user data
• D.Interview customers about their preferences

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

• A.Compare the map to actual activities
• B.Automate repeatable work activities
• C.Determine where work is sitting in queues
• D.Introduce additional sources of demand

An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

• A.Create one value stream for the entire set of support activities
• B.Create one value stream for every lifecycle phase of support requests
• C.Create separate value streams for practices, people, tools and suppliers
• D.Create one value stream for each support team

An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

• A.Incorporate the organization's vision into the team culture
• B.Promote a culture of learning and development
• C.Hold regular meetings focusing on problem solutions
• D.Encourage informal teams across the organization