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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q23-Q28):

NEW QUESTION # 23
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. Social media
C. Event surveys
D. Self-service portals

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 # 24
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. Involve many users from every target group in all steps of the design
B. Use the latest technology capabilities to improve the look and feel of the designed solution
C. Interview customers about their preferences
D. Create realistic user personas based on the gathered user data

Answer: D

Explanation:
The best approach is to create realistic user personas based on the gathered user data (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.1.3) states: "User personas, developed from data-driven insights, provide a focused representation of target users, enabling tailored design that aligns with their needs and circumstances." This method ensures practicality without overwhelming the process, unlike option A's broad involvement. Option C is a data-gathering step; option D prioritizes technology over user needs. The guide notes: "Personas enhance service design by guiding decisions throughout the value stream." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.3 - User Personas in Service Design.

NEW QUESTION # 25
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.
What 'design thinking' activity is this an example of?

A. Inspiration and empathy
B. Ideation
C. Prototyping
D. Implementation

Answer: B

Explanation:
Ideationinvolves generating a wide range of ideas and then analyzing and selecting the best solution to move forward in the design thinking process.

NEW QUESTION # 26
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A. Deployment management does not play any role in the incident resolution value stream
B. Deployment management plays an important role only in creation of new services developed within the organization
C. Deployment management plays an important role in any value stream requiring transition of service components to production environment
D. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams

Answer: C

Explanation:
The best approach is that deployment management plays an important role in any value stream requiring transition of service components to the production environment (C). According to the ITIL 4 Specialist:
Create, Deliver and Support guide (Section 3.2.2), deployment management ensures smooth transitions across value streams, including creation, delivery, and support, not just new service creation. Options A and B are too restrictive, and option D is incorrect as deployment can support incident resolution indirectly.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.2 - Deployment Management in Value Streams.

NEW QUESTION # 27
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

Answer: A

Explanation:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.

NEW QUESTION # 28
......

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q23-Q28):

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