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最新更新的ITIL-4-Specialist-Create-Deliver-and-Support題庫最新資訊和資格考試的領導者與專業的ITIL-4-Specialist-Create-Deliver-and-Support:ITIL 4 Specialist: Create, Deliver and SupportExam
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ITIL-4-Specialist-Create-Deliver-and-Support考試證照 & 最新ITIL-4-Specialist-Create-Deliver-and-Support題庫
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最新的 ITIL 4 Managing Professional ITIL-4-Specialist-Create-Deliver-and-Support 免費考試真題 (Q13-Q18):
問題 #13
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting customer satisfaction with closed incidents
- B. Measuring and reporting the number of supplier-related interruptions to a service
- C. Measuring and reporting the number of hours worked by service desk staff
- D. Measuring and reporting the cost of providing a service to customers and users
答案:A
解題說明:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.
問題 #14
A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.
Which concept or approach would help the organization resolve this situation?
- A. Advanced analytics
- B. Swarming
- C. Results-based measurement
- D. Outsourcing
答案:B
解題說明:
Swarminginvolves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.
問題 #15
A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that is created
- A. 1 and 4
- B. 1 and 2
- C. 3 and 4
- D. 2 and 3
答案:C
解題說明:
Individual changes should be measured by the outcomethey create to ensure they deliver real value, and theoverall success of multiple changes should also be measured by the outcometo confirm that the cumulative improvements meet business objectives.
問題 #16
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?
- A. Acceptance
- B. System
- C. Integration
- D. Unit
答案:C
解題說明:
Integration testingfocuses on verifying how different applications and components work together, helping to identify and prevent errors that occur when the new application affects other systems.
問題 #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. Increase the size of development changes to make them easier to handle and increase success
- C. Create a change model for development changes that includes the use of safe-to-fail testing
- D. Initiate development changes as emergency changes so that errors can be identified quickly
答案:C
解題說明:
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.
問題 #18
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