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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q31-Q36):

NEW QUESTION # 31
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A. Onshoring
B. Nearshoring
C. Insourcing
D. Offshoring

Answer: B

Explanation:
Nearshoringinvolves sourcing services from a supplier in anearby countrywithsimilar working hours, facilitating easier communication and collaboration.

NEW QUESTION # 32
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 plays an important role in creation of new and changed services; it does not contribute to other value streams
B. Deployment management plays an important role in any value stream requiring transition of service components to production environment
C. Deployment management does not play any role in the incident resolution value stream
D. Deployment management plays an important role only in creation of new services developed within the organization

Answer: B

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 # 33
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A. Swarming
B. Shortest item first
C. Shift-left
D. Robotic process automation

Answer: C

Explanation:
Theshift-leftapproach improves incident resolution times bymoving support activities closer to frontline teams or users, enabling faster and more efficient handling.

NEW QUESTION # 34
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A. Incorporate the organization's vision into the team culture
B. Hold regular meetings focusing on problem solutions
C. Encourage informal teams across the organization
D. Promote a culture of learning and development

Answer: A

Explanation:
Incorporating the organization's vision into the team culturealigns individual efforts with organizational goals, ensuring that team members focus on work that contributes to overall success rather than personal interests.

NEW QUESTION # 35
An international e-commerce company is planning to launch a new mobile shopping application. During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A. Adopt a design thinking approach based on customer and user feedback
B. Focus on app performance and security features
C. Implement a global standard design
D. Establish a team of expert developers to revise the initial design

Answer: A

Explanation:
The company should adopt a design thinking approach based on customer and user feedback (C). This method, as outlined in the ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.1.3), involves empathizing with users, defining problems, ideating solutions, prototyping, and testing, ensuring the app meets regional preferences while maintaining consistency. It also supports scalability and security by incorporating user needs into the design process. Option A focuses narrowly on technical aspects; option B ignores regional variations; and option D relies solely on expertise without a structured user-centric process.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.3 - Design Thinking in Service Creation.

NEW QUESTION # 36
......

In the present situation, you will find companies laying off their employees without any notice or prior information. They are just receiving an email and the next moment they have no access to the company network. So to avoid all this, you have to keep yourself updated with the new version of technologies and applications. You have to become one of ITIL 4 Specialist: Create, Deliver and SupportExam (ITIL-4-Specialist-Create-Deliver-and-Support) certification holders who survived the laying off situation and are still in a great position in their company. You cannot afford to lose it when you need your job the most.

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