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ITIL-4-Specialist-Create-Deliver-and-Support Latest Materials, ITIL-4-Specialist-Create-Deliver-and-Support Examcollection Free Dumps

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

Topic
Details

Topic 1

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 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 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 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.

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q40-Q45):

NEW QUESTION # 40
Which statement about 'service integration as a service' isCORRECT?

A. The service integrator provides services and manages other vendors
B. The service integrator can be easily replaced by other vendors to leverage better pricing
C. Multiple vendors provide the service integration and management function
D. The service integrator does not deliver any services to the organization

Answer: A

Explanation:
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.

NEW QUESTION # 41
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. Use swarming to involve people from multiple different teams in the investigation
D. Follow the predefined procedure for investigating web performance incidents

Answer: D

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

NEW QUESTION # 42
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
B. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
D. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

Answer: C

Explanation:
Increasing the priority of requeststhat have been waiting too long helpsprevent service level breachesand improves user satisfaction without undermining the triage approach for urgent tasks.

NEW QUESTION # 43
What should an organization consider when deciding to retain or outsource specific IT services?

A. Transfer of responsibility for highly tailored services
B. Short-term cost optimization
C. Immediate staff reduction
D. Cultural barriers and associated risks

Answer: D

Explanation:
The organization should consider cultural barriers and associated risks (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.1.5) states: "Decisions to retain or outsource must account for cultural alignment, potential resistance, and risks such as knowledge loss or service disruption, which impact the service value system." This ensures long-term success, unlike option A (short-sighted), option C (disruptive), or option D (risky for tailored services). The guide adds: "A thorough risk assessment, including cultural factors, is critical for effective outsourcing strategies." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.5 - Outsourcing and Retention Decisions.

NEW QUESTION # 44
An organization prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?

A. An item logged today at 11:00
B. An item logged today at 09:00
C. An item logged yesterday at 11:00
D. An item logged yesterday at 09:00

Answer: A

Explanation:
In alast-in, first-outapproach, themost recently loggedwork item is actioned next, which is the item logged today at 11:00.

NEW QUESTION # 45
......

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