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

Topic	Details
Topic 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	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 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 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 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 (Q38-Q43):

NEW QUESTION # 38
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers.
Which model is this an example of?

A. Service guardian
B. Retained service integration
C. Service integration as a service
D. Single provider

Answer: C

Explanation:
This is an example of service integration as a service (D). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.1.4) defines this model as: "A service integration approach where a third party coordinates and manages services, including supplier relationships and integration, on behalf of the organization." This matches the scenario where the provider handles supplier management and service coordination. Option A (retained service integration) involves internal retention; option B (single provider) implies full delivery; and option C (service guardian) is not a recognized ITIL model. The guide further notes:
"This model enhances value streams by ensuring seamless service delivery across multiple parties." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.4 - Service Integration Models.

NEW QUESTION # 39
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A. Outsourcing
B. Advanced analytics
C. Results-based measurement
D. Swarming

Answer: D

Explanation:
The concept of swarming would help resolve this situation (D). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.5) defines swarming as: "A collaborative approach where multiple team members, including first- and second-line support, work together on an incident simultaneously to resolve it quickly, reducing queue buildup." This contrasts with the tiered structure's escalation delays. Option A focuses on metrics; option B aids analysis; and option C shifts work externally, none addressing queue reduction directly. The guide notes: "Swarming enhances resolution times by leveraging collective expertise." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.5 - Swarming in Incident Management.

NEW QUESTION # 40
A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A. Knowledge management
B. Service validation and testing
C. Service desk
D. Service level management

Answer: D

Explanation:
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.

NEW QUESTION # 41
Which is often included in an Agile approach to software development?

A. Advanced analytics
B. Information models
C. Integrated service management toolsets
D. CI/CD

Answer: D

Explanation:
CI/CD (Continuous Integration/Continuous Delivery)is often included in anAgile approachto accelerate and automate software development, testing, and deployment.

NEW QUESTION # 42
A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A. Define and promote a uniform corporate culture across all teams
B. Ensure that diverse team cultures are aligned with the company's values
C. Ensure that corporate culture fits into the cultural context of the teams
D. Encourage cultural diversity without boundaries or constraints

Answer: B

Explanation:
The manager should prioritize ensuring that diverse team cultures are aligned with the company's values (B).
This approach fosters inclusivity while maintaining a cohesive framework that supports service delivery goals. The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.2) highlights that effective team management involves aligning diverse cultural perspectives with organizational values to enhance collaboration and service quality. Option A imposes a uniform culture, which may suppress diversity; option C lacks structure, risking inefficiency; and option D adjusts the corporate culture excessively, potentially diluting its integrity.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.2 - Team Management and Cultural Alignment.

NEW QUESTION # 43
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ITIL-4-Specialist-Create-Deliver-and-Support Exam New Dumps Ppt & Reliable Latest ITIL-4-Specialist-Create-Deliver-and-Support Dumps Ppt Pass Success

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

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q38-Q43):

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