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

Topic	Details
Topic 1	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 2	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 3	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 4	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 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.

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q52-Q57):

NEW QUESTION # 52
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A. Restructure the organization to create specialized departments for emerging technologies
B. Outsource the development of new technology segments to specialized vendors
C. Invest in targeted training programmes for existing staff in relevant emerging technologies
D. Increase the total number of employees focusing on new hires with expertise in emerging technologies

Answer: C

Explanation:
The best strategic approach is to invest in targeted training programmes for existing staff in relevant emerging technologies (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.3.2) states:
"Investing in training leverages existing staff knowledge, aligns competencies with new market needs, and ensures cultural continuity, which is critical during expansion." This is cost-effective and builds internal capability, unlike option A (expensive hiring), option C (relinquishes control), or option D (disruptive restructuring). The guide notes: "Skill development supports the service value system's adaptability." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Competency Development.

NEW QUESTION # 53
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.
What 'design thinking' activity is this an example of?

A. Inspiration and empathy
B. Implementation
C. Prototyping
D. Ideation

Answer: D

Explanation:
Ideationinvolves generating a wide range of ideas and then analyzing and selecting the best solution to move forward in the design thinking process.

NEW QUESTION # 54
A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A. Review the incident resolution targets
B. Review the change enablement practice
C. Review the incident management practice
D. Review the incident resolution value stream

Answer: D

Explanation:
The service provider should review the incident resolution value stream (D). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.3) recommends analyzing the end-to-end value stream to identify delays across multiple teams and processes, including changes and supplier involvement. Options A, B, and C address specific elements but lack the holistic view needed.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.3 - Incident Resolution Value Stream Analysis.

NEW QUESTION # 55
A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A. Recruit and train additional operations staff
B. Improve operations team training
C. Review and automate filtering of operations data
D. Renegotiate service level targets

Answer: C

Explanation:
The best approach is to review and automate filtering of operations data (D). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.2.4) states: "Automation of event filtering reduces human error by prioritizing critical events, ensuring operators focus on what matters and preventing breaches of service level targets." This leverages technology to address misses, unlike option A (costly staffing), option B (insufficient if overwhelmed), or option C (avoiding the root cause). The guide notes: "Effective event management relies on automated tools to enhance reliability." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.4 - Event Management Automation.

NEW QUESTION # 56
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A. Deployment management plays an important role in any value stream requiring transition of service components to production environment
B. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
C. Deployment management does not play any role in the incident resolution value stream
D. Deployment management plays an important role only in creation of new services developed within the organization

Answer: A

Explanation:
The best approach is that deployment management plays an important role in any value stream requiring transition of service components to the production environment (C). According to the ITIL 4 Specialist:
Create, Deliver and Support guide (Section 3.2.2), deployment management ensures smooth transitions across value streams, including creation, delivery, and support, not just new service creation. Options A and B are too restrictive, and option D is incorrect as deployment can support incident resolution indirectly.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.2 - Deployment Management in Value Streams.

NEW QUESTION # 57
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Pass Guaranteed Quiz 2025 ITIL-4-Specialist-Create-Deliver-and-Support: ITIL 4 Specialist: Create, Deliver and SupportExam Latest Valid Test Vce Free

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

ITIL ITIL-4-Specialist-Create-Deliver-and-Support Questions: Defeat Exam Preparation Stress [2025]

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q52-Q57):

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