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

Topic	Details
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	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 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	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 5	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.

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q44-Q49):

NEW QUESTION # 44
An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A. Algorithmic task
B. Heuristic task
C. Servant leadership
D. Cooperation

Answer: B

Explanation:
This situation describes a heuristic task (D). The ITIL 4 Specialist: Create, Deliver and Support guide (Section
3.3.3) explains: "Heuristic tasks require creative problem-solving and judgment, often encountered in complex service restoration scenarios where predefined solutions are insufficient." The need for creativity in restoring the payment app fits this definition, contrasting with algorithmic tasks (C) that follow set procedures. Option A (cooperation) and B (servant leadership) are enablers but not the task type. The guide adds: "Heuristic tasks are common in incident and problem management, necessitating skilled intervention." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.3 - Task Types in Service Management.

NEW QUESTION # 45
Which statement about collaboration is CORRECT?

A. Collaboration should be used instead of swarming or
B. Collaboration focuses on the organization's goals
C. Collaboration is most useful for standardized work
D. Collaboration can be enforced by aligning metrics between teams

Answer: B

Explanation:
Collaborationis fundamentally aboutfocusing on the organization's goals, ensuring that different teams and individuals work together toward shared outcomes.

NEW QUESTION # 46
An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
B. Focus testing solely on user experience and delegate it to operational teams
C. Include user experience and perception in the scope of testing and involve multiple teams
D. Delegate to the vendor testing of the terminals and the card payment system

Answer: C

Explanation:
The service provider should include user experience and perception in the scope of testing and involve multiple teams (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.2.3) stresses comprehensive testing that covers technical functionality, user satisfaction, and integration, requiring collaboration across development, operations, and user groups to ensure the update meets diverse needs.
Option A shifts responsibility without oversight; option C is too narrow; and option D overlooks technical aspects. The guide highlights multi-team involvement for robust service delivery.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.3 - Testing Practices in Service Updates.

NEW QUESTION # 47
An organization uses value streams to help them deliver consistent services, and they use 'service integration and management' to manage many different suppliers.
How does 'service integration and management' work with the organization's value streams?

A. 'Service integration and management' manages multiple suppliers in a single value stream
B. 'Service integration and management' creates a separate value stream for each supplier
C. Service integration and management' cannot be used in an organization that uses value streams
D. Service integration and management' is independent of the organization's value streams

Answer: A

Explanation:
'Service integration and management' works by coordinating and managing multiple suppliers within a single value stream, ensuring that all suppliers contribute effectively to the delivery of consistent services aligned with the organization's value creation efforts.

NEW QUESTION # 48
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A. Unit
B. Acceptance
C. System
D. Integration

Answer: D

Explanation:
Integration testingfocuses on verifying how different applications and components work together, helping to identify and prevent errors that occur when the new application affects other systems.

NEW QUESTION # 49
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ITIL-4-Specialist-Create-Deliver-and-Support Latest Test Preparation - ITIL-4-Specialist-Create-Deliver-and-Support Latest Test Braindumps

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

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q44-Q49):

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