UTILIZE THE FREE ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT DEMO VERSION TO CONFIRM THE VALIDITY OF THE PRODUCT

Utilize the free ITIL-4-Specialist-Create-Deliver-and-Support demo version to confirm the validity of the product

Utilize the free ITIL-4-Specialist-Create-Deliver-and-Support demo version to confirm the validity of the product

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

TopicDetails
Topic 1
  • 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 2
  • 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 3
  • 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 4
  • 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 5
  • 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 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 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.

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q27-Q32):

NEW QUESTION # 27
Which is an example of using a 'shift-left' approach to optimize password resets?

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

Answer: D

Explanation:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.


NEW QUESTION # 28
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. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
  • C. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
  • D. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

Answer: B

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 # 29
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. Service level management
  • B. Service desk
  • C. Service validation and testing
  • D. Knowledge management

Answer: A

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


NEW QUESTION # 30
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. Use swarming to involve people from multiple different teams in the investigation
  • B. Follow the predefined procedure for investigating web performance incidents
  • C. Escalate to the performance management team, who will then escalate to a different team if needed
  • D. Declare a major incident and start the major incident management procedure

Answer: B

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


NEW QUESTION # 31
Which of the following involves consideration of the skills and availability of both internal and external resources?

  • A. Swarming
  • B. Build vs buy
  • C. Shift-left approach
  • D. Triage prioritization

Answer: B

Explanation:
Build vs buyinvolves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.


NEW QUESTION # 32
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