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ITIL 4 Specialist: Create, Deliver and SupportExam 認定 ITIL-4-Specialist-Create-Deliver-and-Support 試験問題 (Q50-Q55):

質問 # 50
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B. Understand which steps contribute least to the support of the service
C. Understand the situations in which incidents and service requests will be initiated
D. Identify the activities which could be improved by the use of automation

正解：C

解説：
Understanding the situationswhereincidents and service requestsare initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.

質問 # 51
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A. Continuous deployment
B. Continuous integration
C. Continual improvement
D. Continuous delivery

正解：B

解説：
Continuous integration (CI) is a practice that involves frequently integrating code changes into a shared repository, allowing teams to detect and resolve issues early. In the context of the scenario, where delays occur due to developers using individual repositories, CI would help by enabling regular integration of code, reducing conflicts, and streamlining the development process. This aligns with the ITIL 4 Specialist: Create, Deliver and Support guidance on optimizing value streams through effective planning and building practices.
The official ITIL 4 CDS study guide (Section 2.2.1) emphasizes that CI reduces delays by automating integration and testing, which is critical when managing service creation and changes. Other options like continuous delivery (B) and continuous deployment (C) are subsequent steps that build on CI, while continual improvement (D) is a broader practice not specifically addressing the repository issue.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.2.1 - Value Stream Optimization.

質問 # 52
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A. One value stream for all activity that arrives via the service desk
B. One value stream for the organization, and separate value streams for each team
C. One value stream for the organization, and separate value streams for each supplier
D. One value stream for resolving incidents, and a separate value stream for managing service requests

正解：A

解説：
A single value stream can manage all activity that arrives via the service desk, regardless of which internal team or supplier is involved, enabling streamlined and consistent handling of incidents and service requests.

質問 # 53
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?

A. Knowledge of how to log incidents and service requests
B. Experience of financial management
C. Technical knowledge of the supported products
D. Commitment to continual improvement

正解：D

解説：
Acommitment to continual improvementis crucial for a service desk team lead to drive team performance, enhance service quality, and align with the organization's goals for ongoing development.

質問 # 54
When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A. An accurate and complete incident record, enabling subsequent trend analysis of incidents
B. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
C. An incident resolved within the target SLA time, enabling efficient use of service desk resources
D. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

正解：D

解説：
From theuser's perspective,swift restorationof critical services like apoint of sale systemprovides immediate value by minimizing disruption and allowing normal operations to continue.

質問 # 55
......

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