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

Topic
Details

Topic 1

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 2

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 3

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 4

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 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.

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q50-Q55):

NEW QUESTION # 50
Which statement about collaboration is CORRECT?

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

Answer: A

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

NEW QUESTION # 51
Which is often included in an Agile approach to software development?

A. Integrated service management toolsets
B. Information models
C. CI/CD
D. Advanced analytics

Answer: C

Explanation:
CI/CD (Continuous Integration/Continuous Delivery)is often included in anAgile approachto accelerate and automate software development, testing, and deployment.

NEW QUESTION # 52
A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A. Ensure that diverse team cultures are aligned with the company's values
B. Ensure that corporate culture fits into the cultural context of the teams
C. Define and promote a uniform corporate culture across all teams
D. Encourage cultural diversity without boundaries or constraints

Answer: A

Explanation:
The manager should prioritize ensuring that diverse team cultures are aligned with the company's values (B).
This approach fosters inclusivity while maintaining a cohesive framework that supports service delivery goals. The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.2) highlights that effective team management involves aligning diverse cultural perspectives with organizational values to enhance collaboration and service quality. Option A imposes a uniform culture, which may suppress diversity; option C lacks structure, risking inefficiency; and option D adjusts the corporate culture excessively, potentially diluting its integrity.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.2 - Team Management and Cultural Alignment.

NEW QUESTION # 53
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. Outsource the development of new technology segments to specialized vendors
B. Invest in targeted training programmes for existing staff in relevant emerging technologies
C. Restructure the organization to create specialized departments for emerging technologies
D. Increase the total number of employees focusing on new hires with expertise in emerging technologies

Answer: B

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 # 54
What is the goal of the 'shift-left' approach?

A. Repositioning tasks to earlier stages in the process to boost workflow efficiency
B. Integrating multiple suppliers in a value stream for effective service management
C. Automating repetitive processes using robots and AI
D. Implementing Agile practices for continuous software development

Answer: A

Explanation:
The goal of the 'shift-left' approach is repositioning tasks to earlier stages in the process to boost workflow efficiency (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.3.1) explicitly defines shift-left as a strategy to move activities, such as support or testing, closer to the point of origin-often to users or frontline teams-to reduce delays, improve response times, and enhance overall service delivery.
This approach leverages automation and self-service tools to empower users, thereby streamlining workflows and reducing the burden on higher-tier support teams. Option B focuses on automation alone, which is a supporting mechanism but not the core goal; option C relates to Agile methodologies, which are distinct from shift-left; and option D pertains to supplier integration, which is unrelated to this concept. The emphasis on efficiency is further supported by examples like self-service password resets, where tasks are shifted to users, aligning with ITIL's focus on value co-creation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach and Workflow Optimization.

NEW QUESTION # 55
......

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