FREE PDF QUIZ 2025 USEFUL ITIL LATEST ITIL-4-SPECIALIST-CREATE-DELIVER-AND-SUPPORT STUDY PLAN

Free PDF Quiz 2025 Useful ITIL Latest ITIL-4-Specialist-Create-Deliver-and-Support Study Plan

Free PDF Quiz 2025 Useful ITIL Latest ITIL-4-Specialist-Create-Deliver-and-Support Study Plan

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

TopicDetails
Topic 1
  • 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 2
  • 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 3
  • 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 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
  • 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
Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization's product team?

  • A. Topic-based forums
  • B. Event surveys
  • C. Social media
  • D. Self-service portals

Answer: A

Explanation:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.


NEW QUESTION # 39
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.
Which action would BEST help the organization influence the demand for its services?

  • A. Engaging with a supplier to outsource tasks
  • B. Introducing continuous integration and deployment
  • C. Increasing the number of test specialists
  • D. Reducing the charges for less busy periods

Answer: D

Explanation:
Reducing the charges for less busy periodshelpsinfluence and smooth out demand, encouraging customers to request services during lower-demand times and reducing peaks.


NEW QUESTION # 40
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. Allow users to reset their own passwords using an automated tool
  • C. Automatically assign a high priority to password reset requests to resolve them faster
  • 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 # 41
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

  • A. Offshoring
  • B. Onshoring
  • C. Nearshoring
  • D. Insourcing

Answer: C

Explanation:
Nearshoringinvolves sourcing services from a supplier in anearby countrywithsimilar working hours, facilitating easier communication and collaboration.


NEW QUESTION # 42
In which circumstances should an organization buy, rather than build, software?

  • A. The consumers of the software have many and varied customization requirements
  • B. The requirements of the organization are frequently changing because of rapid expansion
  • C. The software is widely available and its features are standardized across most organizations
  • D. The organization is part of a regulated industry and has a strong focus on internal policies

Answer: C

Explanation:
An organization should buy software when it is widely available and its features are standardized across most organizations (A). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.2.1) states:
"Buying is preferable when software components are commoditized and meet common needs, offering cost efficiency and reduced development time compared to building custom solutions." This aligns with value stream optimization by leveraging market solutions. Option B suggests regulatory constraints favoring internal control; option C indicates a need for flexibility, better suited to building; and option D requires customization, favoring development. The guide adds: "Standardized software supports scalability and reduces maintenance overhead." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.1 - Buy vs. Build Decisions.


NEW QUESTION # 43
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