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Free PDF ITIL - Reliable ITIL-4-Specialist-Create-Deliver-and-Support - ITIL 4 Specialist: Create, Deliver and SupportExam Valid Exam Answers

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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:

Topic
Details

Topic 1

ITIL 4 Principles: This section of the exam measures the skills of IT Service Managers and covers the application of ITIL 4’s guiding principles such as “Focus on Value,” “Start Where You Are,” and “Optimise and Automate.” The aim is to drive operational efficiency and service excellence.

Topic 2

Service Performance Metrics: This section of the exam measures the skills of IT Performance Analysts and covers how to identify and interpret key performance indicators and metrics. The focus is on evaluating service effectiveness and making data-driven decisions to improve service outcomes.

Topic 3

Service Delivery: This section of the exam measures the skills of IT Operations Managers and covers the core processes and activities essential for the effective delivery of IT services. It emphasizes the importance of managing service transitions and operations to maintain consistent, high-quality service output.

Topic 4

Service Design and Development: This section of the exam measures the skills of Service Designers and covers how to design and develop services that align with both customer needs and business objectives. It includes identifying and defining service requirements, designing service components, and ensuring service quality throughout the development lifecycle.

Topic 5

Service Support: This section of the exam measures the skills of Technical Support Specialists and covers the support functions required to manage and maintain IT services. It includes practices for issue resolution, incident management, and sustaining service reliability over time.

Topic 6

Continuous Improvement: This section of the exam measures the skills of Process Improvement Analysts and covers leveraging feedback and data to enhance services, processes, and practices. It supports the ITIL framework’s emphasis on ongoing service enhancement and operational maturity.

Topic 7

Culture and Collaboration: This section of the exam measures the skills of Team Leaders and covers fostering a service-focused culture within organizations. It emphasizes collaboration across teams and departments to enhance communication and ensure the success of service-based projects.| :

Topic 8

Service Automation and Technology: This section of the exam measures the skills of Automation Engineers and covers the integration of automation and technology in the development, delivery, and support of IT services. It includes understanding how tools and platforms streamline operations and increase efficiency.

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q34-Q39):

NEW QUESTION # 34
In which circumstances should an organization buy, rather than build, software?

A. The consumers of the software have many and varied customization requirements
B. The requirements of the organization are frequently changing because of rapid expansion
C. The software is widely available and its features are standardized across most organizations
D. The organization is part of a regulated industry and has a strong focus on internal policies

Answer: C

Explanation:
An organization should buy software when it is widely available and its features are standardized across most organizations (A). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.2.1) states:
"Buying is preferable when software components are commoditized and meet common needs, offering cost efficiency and reduced development time compared to building custom solutions." This aligns with value stream optimization by leveraging market solutions. Option B suggests regulatory constraints favoring internal control; option C indicates a need for flexibility, better suited to building; and option D requires customization, favoring development. The guide adds: "Standardized software supports scalability and reduces maintenance overhead." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.1 - Buy vs. Build Decisions.

NEW QUESTION # 35
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. Understand the situations in which incidents and service requests will be initiated
B. Understand which steps contribute least to the support of the service
C. Identify the activities which could be improved by the use of automation
D. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.

Answer: A

Explanation:
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.

NEW QUESTION # 36
When verifying that an incident has been resolved, which is an example of value as perceived by a user?

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

Answer: A

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

NEW QUESTION # 37
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

A. Prioritize incoming queries based on their type and associated urgency
B. Increase the number of service desk agents to process the incoming queries faster
C. Implement separate service desks for incident and service requests
D. Recommend users to submit queries well in advance to ensure timely processing

Answer: A

Explanation:
The best way to improve the situation is to prioritize incoming queries based on their type and associated urgency (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.3) states:
"Prioritization based on impact and urgency ensures that the most critical incidents are addressed promptly, optimizing resource use and minimizing business impact." The "first in, first out" rule fails when high-impact incidents are delayed, and this approach adjusts resource allocation dynamically. Option A increases costs without addressing prioritization; option C adds complexity; and option D shifts responsibility to users. The guide emphasizes: "Effective prioritization is a key practice in managing demand and ensuring service continuity." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.

NEW QUESTION # 38
A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A. Encourage cultural diversity without boundaries or constraints
B. Ensure that corporate culture fits into the cultural context of the teams
C. Define and promote a uniform corporate culture across all teams
D. Ensure that diverse team cultures are aligned with the company's values

Answer: D

Explanation:
The manager should prioritize ensuring that diverse team cultures are aligned with the company's values (B).
This approach fosters inclusivity while maintaining a cohesive framework that supports service delivery goals. The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.2) highlights that effective team management involves aligning diverse cultural perspectives with organizational values to enhance collaboration and service quality. Option A imposes a uniform culture, which may suppress diversity; option C lacks structure, risking inefficiency; and option D adjusts the corporate culture excessively, potentially diluting its integrity.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.2 - Team Management and Cultural Alignment.

NEW QUESTION # 39
......

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