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Cert ITIL-4-Specialist-Create-Deliver-and-Support Exam, ITIL-4-Specialist-Create-Deliver-and-Support Reliable Mock Test

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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:TopicDetailsTopic 1

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 2

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 3

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 4

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 5

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 6

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 7

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 8

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 SupportExam Sample Questions (Q32-Q37):

NEW QUESTION # 32
Which is a reason why an organization should create competency profiles for each role?

A. To ensure that technical skills are included in each profile
B. To plan the professional development of team members
C. To plan to fill all the mandatory ITIL roles
D. To ensure that IT specialists have pi-shaped skill profiles

Answer: B

Explanation:
Creating competency profileshelps the organizationplan the professional development of team members, ensuring that skills and capabilities align with current and future needs.

NEW QUESTION # 33
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 # 34
An organization prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?

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

Answer: C

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

NEW QUESTION # 35
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership's concern?

A. Compare the map to actual activities
B. Automate repeatable work activities
C. Introduce additional sources of demand
D. Determine where work is sitting in queues

Answer: A

Explanation:
Comparing the map to actual activitiesensures the value stream reflects reality, helping identify gaps, hidden delays, and inefficiencies that must be addressed to truly reduce incident resolution times.

NEW QUESTION # 36
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of supplier-related interruptions to a service
B. Measuring and reporting the cost of providing a service to customers and users
C. Measuring and reporting customer satisfaction with closed incidents
D. Measuring and reporting the number of hours worked by service desk staff

Answer: C

Explanation:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.

NEW QUESTION # 37
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