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Updated ITIL ITIL-4-Specialist-Create-Deliver-and-Support Practice Material In 1 year

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

Topic
Details

Topic 1

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 2

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 3

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 4

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 5

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.

Topic 6

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 7

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.

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q22-Q27):

NEW QUESTION # 22
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. Promote a culture of learning and development
B. Hold regular meetings focusing on problem solutions
C. Incorporate the organization's vision into the team culture
D. Encourage informal teams across the organization

Answer: C

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 # 23
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A. The value of positive communications
B. Organizational structure
C. Customer orientation
D. Shift-left

Answer: C

Explanation:
Customer orientationensures that individual and team objectives are aligned withanticipating and meeting customer needs, directly supporting the organization's goal.

NEW QUESTION # 24
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. Workforce planning and management
B. Working with a customer-oriented mindset
C. Shift-left
D. A continual improvement culture

Answer: D

Explanation:
A continual improvement culturefosters an environment of openness, trust, and transparency, encouraging employees to suggest improvements and ensuring their ideas are valued and considered.

NEW QUESTION # 25
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. Create realistic user personas based on the gathered user data
B. Involve many users from every target group in all steps of the design
C. Use the latest technology capabilities to improve the look and feel of the designed solution
D. Interview customers about their preferences

Answer: A

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 # 26
What is the goal of the 'shift-left' approach?

A. Repositioning tasks to earlier stages in the process to boost workflow efficiency
B. Automating repetitive processes using robots and AI
C. Implementing Agile practices for continuous software development
D. Integrating multiple suppliers in a value stream for effective service management

Answer: A

Explanation:
The goal of the 'shift-left' approach is repositioning tasks to earlier stages in the process to boost workflow efficiency (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.3.1) explicitly defines shift-left as a strategy to move activities, such as support or testing, closer to the point of origin-often to users or frontline teams-to reduce delays, improve response times, and enhance overall service delivery.
This approach leverages automation and self-service tools to empower users, thereby streamlining workflows and reducing the burden on higher-tier support teams. Option B focuses on automation alone, which is a supporting mechanism but not the core goal; option C relates to Agile methodologies, which are distinct from shift-left; and option D pertains to supplier integration, which is unrelated to this concept. The emphasis on efficiency is further supported by examples like self-service password resets, where tasks are shifted to users, aligning with ITIL's focus on value co-creation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach and Workflow Optimization.

NEW QUESTION # 27
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