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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q14-Q19):

NEW QUESTION # 14
Which is an example of a divisional organizational structure?

A. An organization which does not have a layered management structure
B. An organization which has arranged its teams in a hierarchical authority structure
C. An organization which uses a grid of reporting relationships
D. An organization which has a different business unit for each of its products

Answer: D

Explanation:
Anorganization with a different business unit for each of its productsis an example of adivisional organizational structure, where divisions are typically based on products, services, or markets.

NEW QUESTION # 15
A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A. Knowledge management
B. Service validation and testing
C. Service level management
D. Service desk

Answer: C

Explanation:
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.

NEW QUESTION # 16
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. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
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

Answer: C

Explanation:
Increasing the priority of requeststhat have been waiting too long helpsprevent service level breachesand improves user satisfaction without undermining the triage approach for urgent tasks.

NEW QUESTION # 17
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Create a standard change model for development changes and initiate as a service request
B. Create a change model for development changes that includes the use of safe-to-fail testing
C. Increase the size of development changes to make them easier to handle and increase success
D. Initiate development changes as emergency changes so that errors can be identified quickly

Answer: B

Explanation:
Creating a change modelthat includessafe-to-fail testingallows development changes to be tested in controlled conditions, reducing the risk of failure and improving change success rates.

NEW QUESTION # 18
Which statement about 'service integration as a service' isCORRECT?

A. The service integrator provides services and manages other vendors
B. Multiple vendors provide the service integration and management function
C. The service integrator can be easily replaced by other vendors to leverage better pricing
D. The service integrator does not deliver any services to the organization

Answer: A

Explanation:
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.

NEW QUESTION # 19
......

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100% Pass 2025 ITIL Perfect ITIL-4-Specialist-Create-Deliver-and-Support Practice Test Engine

Training ITIL ITIL-4-Specialist-Create-Deliver-and-Support Online, ITIL-4-Specialist-Create-Deliver-and-Support Interactive EBook

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q14-Q19):

100% Pass Quiz 2025 ITIL ITIL-4-Specialist-Create-Deliver-and-Support: ITIL 4 Specialist: Create, Deliver and SupportExam – Valid Practice Test Engine

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