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2025 Excellent Verified ITIL-4-Specialist-Create-Deliver-and-Support Answers | ITIL-4-Specialist-Create-Deliver-and-Support 100% Free Exam Review

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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

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 4

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 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

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.

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ITIL-4-Specialist-Create-Deliver-and-Support Test Preparation: ITIL 4 Managing Professional & ITIL-4-Specialist-Create-Deliver-and-Support Best Questions

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q33-Q38):

NEW QUESTION # 33
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.
Which action would BEST help the organization influence the demand for its services?

A. Increasing the number of test specialists
B. Reducing the charges for less busy periods
C. Engaging with a supplier to outsource tasks
D. Introducing continuous integration and deployment

Answer: B

Explanation:
Reducing the charges for less busy periodshelpsinfluence and smooth out demand, encouraging customers to request services during lower-demand times and reducing peaks.

NEW QUESTION # 34
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?

A. Train agents to capture the information required by each support team
B. Limit the use of tickets to major and high-priority incidents
C. Use swarming to improve collaboration and validate information
D. Validate the data, when tickets are being created by service desk agents

Answer: C

Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.

NEW QUESTION # 35
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A. Declare a major incident and start the major incident management procedure
B. Escalate to the performance management team, who will then escalate to a different team if needed
C. Follow the predefined procedure for investigating web performance incidents
D. Use swarming to involve people from multiple different teams in the investigation

Answer: C

Explanation:
Following a predefined procedurefor investigating web performance incidents ensures astructured and efficient escalation, reducing delays and avoiding confusion about responsibility.

NEW QUESTION # 36
An organization uses value streams to help them deliver consistent services, and they use 'service integration and management' to manage many different suppliers.
How does 'service integration and management' work with the organization's value streams?

A. Service integration and management' cannot be used in an organization that uses value streams
B. 'Service integration and management' creates a separate value stream for each supplier
C. Service integration and management' is independent of the organization's value streams
D. 'Service integration and management' manages multiple suppliers in a single value stream

Answer: D

Explanation:
'Service integration and management' works by coordinating and managing multiple suppliers within a single value stream, ensuring that all suppliers contribute effectively to the delivery of consistent services aligned with the organization's value creation efforts.

NEW QUESTION # 37
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. Problem management
B. Monitoring and event 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 # 38
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