VALID EXAM ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT VCE FREE, RELIABLE ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT TEST SIMS

Valid Exam ITIL-4-Specialist-Create-Deliver-and-Support Vce Free, Reliable ITIL-4-Specialist-Create-Deliver-and-Support Test Sims

Valid Exam ITIL-4-Specialist-Create-Deliver-and-Support Vce Free, Reliable ITIL-4-Specialist-Create-Deliver-and-Support Test Sims

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

TopicDetails
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 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 3
  • 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 4
  • 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 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 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 8
  • 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.| :

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q66-Q71):

NEW QUESTION # 66
Which is an example of using a 'shift-left' approach to optimize password resets?

  • A. Automatically assign a high priority to password reset requests to resolve them faster
  • B. Allow users to reset their own passwords using an automated tool
  • C. Encourage users to remember or safely record their passwords to reduce the number of password resets
  • D. Train service desk agents to categorize password resets as service requests

Answer: B

Explanation:
Allowing users to reset their own passwords using an automated tool (A) is an example of the shift-left approach. The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.3.1) defines shift-left as moving tasks to earlier stages or to the user, enhancing efficiency by reducing service desk workload.
Options B, C, and D do not shift the task to the user or an earlier stage.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach.


NEW QUESTION # 67
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

  • A. Prioritize queues using a combination of criteria to maximize value and minimize risks
  • B. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
  • C. Limit the number of incoming queries so they could be processed on time
  • D. Increase capacity to process all queries without delays

Answer: A

Explanation:
The best way is to prioritize queues using a combination of criteria to maximize value and minimize risks (B).
The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 4.2.3) states: "Prioritization should balance impact, urgency, and value, ensuring efficient resource use and timely resolution, especially in uneven demand scenarios." This approach adapts to fluctuating query volumes, unlike option A which focuses on profit (less relevant for a charity), option C which is costly and may not address root causes, or option D which restricts access. The guide notes: "Dynamic prioritization enhances service desk resilience under variable workloads." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.


NEW QUESTION # 68
When verifying that an incident has been resolved, which is an example of value as perceived by a user?

  • A. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
  • B. An accurate and complete incident record, enabling subsequent trend analysis of incidents
  • C. An incident resolved within the target SLA time, enabling efficient use of service desk resources
  • D. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

Answer: D

Explanation:
From theuser's perspective,swift restorationof critical services like apoint of sale systemprovides immediate value by minimizing disruption and allowing normal operations to continue.


NEW QUESTION # 69
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. A continual improvement culture
  • B. Workforce planning and management
  • C. Working with a customer-oriented mindset
  • D. Shift-left

Answer: A

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 # 70
Which is an example of results-based measurement and reporting?

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

Answer: A

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 # 71
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