Question 1

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

Options :

A : Shortest item first

B : Swarming

C : Shift-left

D : Robotic process automation

Answer: C

Question 2

A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

Options :

A : Knowledge of how to log incidents and service requests

B : Commitment to continual improvement

C : Experience of financial management

D : Technical knowledge of the supported products

Answer: B

Question 3

Which is an example of using a ˜shift-left approach to optimize password resets?

Options :

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 : Automatically assign a high priority to password reset requests to resolve them faster

D : Encourage users to remember or safely record their passwords to reduce the number of password resets

Answer: A

Question 4

Which statement about collaboration is CORRECT?

Options :

A : Collaboration focuses on the organization's goals

B : Collaboration should be used instead of swarming or

C : Collaboration can be enforced by aligning metrics between teams

D : Collaboration is most useful for standardized work

Answer: A

Question 5

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

Options :

A : Shortest item first

B : Swarming

C : Shift-left

D : Robotic process automation

Answer: C

Free ITIL-4-Specialist-Create-Deliver-and-Support Mock Exam – Practice Online Confidently

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