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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
- 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 3
- 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 4
- 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 5
- 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 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.
Topic 7
- 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.
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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q10-Q15):
NEW QUESTION # 10
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
- A. Advanced analytics
- B. Information models
- C. ITSM software
- D. Artificial intelligence
Answer: D
Explanation:
Artificial intelligenceis commonly applied to process and interpret unstructured text, enabling tasks such as generating summaries, translations, and extracting meaningful insights.
NEW QUESTION # 11
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
- B. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- C. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
- D. An incident resolved within the target SLA time, enabling efficient use of service desk resources
Answer: C
Explanation:
From theuser's perspective,swift restorationof critical services like apoint of sale systemprovides immediate value by minimizing disruption and allowing normal operations to continue.
NEW QUESTION # 12
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' cannot be used in an organization that uses value streams
- B. 'Service integration and management' creates a separate value stream for each supplier
- C. 'Service integration and management' manages multiple suppliers in a single value stream
- D. Service integration and management' is independent of the organization's value streams
Answer: C
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 # 13
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. Increase the total number of employees focusing on new hires with expertise in emerging technologies
- C. Invest in targeted training programmes for existing staff in relevant emerging technologies
- D. Restructure the organization to create specialized departments for 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 # 14
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?
- A. Create a standard change model for development changes and initiate as a service request
- B. Create a change model for development changes that includes the use of safe-to-fail testing
- C. Increase the size of development changes to make them easier to handle and increase success
- D. Initiate development changes as emergency changes so that errors can be identified quickly
Answer: B
Explanation:
Creating a change modelthat includessafe-to-fail testingallows development changes to be tested in controlled conditions, reducing the risk of failure and improving change success rates.
NEW QUESTION # 15
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