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Pass ITIL-4-Specialist-Create-Deliver-and-Support Exam with Unparalleled Updated ITIL-4-Specialist-Create-Deliver-and-Support Dumps by Free4Dump

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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

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 3

Customer and User Experience: This section of the exam measures the skills of Service Experience Managers and covers aligning service delivery with customer expectations. It focuses on delivering satisfying experiences by quickly and effectively addressing user needs and service issues.

Topic 4

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 5

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 6

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.

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q59-Q64):

NEW QUESTION # 59
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. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
C. An accurate and complete incident record, enabling subsequent trend analysis of incidents
D. An incident resolved within the target SLA time, enabling efficient use of service desk resources

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 # 60
A cross-functional team is designing a value stream to support the development of a new financial service.
Some members of the team are suggesting that multiple value streams are needed.
Which factor would MOST LIKELY influence the need for multiple value streams?

A. The number of suppliers that will be used to source service components
B. The number of practices required to support the service
C. The methods used to manage the development work
D. Whether the service is being created for internal or external customers

Answer: C

Explanation:
Themethods used to manage the development work(such as Agile, DevOps, or Waterfall) can significantly influence whethermultiple value streamsare needed to efficiently handle different types of workflows within the same service development.

NEW QUESTION # 61
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent. Which concept should be applied to overcome this challenge?

A. Shift-left
B. Workforce planning and management
C. Working with a customer-oriented mindset
D. A continual improvement culture

Answer: D

Explanation:
The organization should apply a continual improvement culture (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.4.1) defines this culture as one that fosters trust, encourages employee input, and ensures suggestions are acted upon through transparent processes, addressing the lack of trust and past neglect. This aligns with the service value system's focus on ongoing enhancement. Option A is customer-focused but not employee-centric; option B relates to task shifting; and option D addresses staffing, not cultural issues. The guide emphasizes leadership's role in building this culture.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.4.1 - Continual Improvement Culture.

NEW QUESTION # 62
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?

A. Monitoring and event management
B. Problem management
C. Service desk
D. Release management

Answer: C

Explanation:
Theservice deskpractice is the primary point of contact for users and customers, making it the best source for gathering information about both user issues and operational challenges faced by support teams.

NEW QUESTION # 63
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. Interview customers about their preferences
B. Create realistic user personas based on the gathered user data
C. Use the latest technology capabilities to improve the look and feel of the designed solution
D. Involve many users from every target group in all steps of the design

Answer: B

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 # 64
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Ian Smith Ian Smith

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