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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q37-Q42):

NEW QUESTION # 37
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A. ICI/CD
B. Customer orientation
C. Robotic process automation
D. Integration and data sharing

Answer: D

Explanation:
Integration and data sharingfocus onaligning and unifying multiple systemsto ensure smooth, cohesive service design and delivery.

NEW QUESTION # 38
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. Train agents to capture the information required by each support team
B. Use swarming to improve collaboration and validate information
C. Limit the use of tickets to major and high-priority incidents
D. Validate the data, when tickets are being created by service desk agents

Answer: B

Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.

NEW QUESTION # 39
Which of the following involves consideration of the skills and availability of both internal and external resources?

A. Triage prioritization
B. Swarming
C. Shift-left approach
D. Build vs buy

Answer: D

Explanation:
Build vs buyinvolves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.

NEW QUESTION # 40
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. Self-service portals
C. Social media
D. Event surveys

Answer: A

Explanation:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.

NEW QUESTION # 41
Which is an example of using a 'shift-left' approach to optimize password resets?

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

Answer: B

Explanation:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.

NEW QUESTION # 42
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