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[General] ITIL-4-Specialist-Create-Deliver-and-Support考古題介紹 - ITIL-4-Specialist-Create-Del

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【General】 ITIL-4-Specialist-Create-Deliver-and-Support考古題介紹 - ITIL-4-Specialist-Create-Del

Posted at 2/10/2026 06:45:24      View：83 | Replies：0        Print      Only Author   [Copy Link] 1#
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ITIL ITIL-4-Specialist-Create-Deliver-and-Support 考試大綱：
主題簡介
主題 1
  • 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.
主題 2
  • 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.
主題 3
  • 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.
主題 4
  • 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.
主題 5
  • 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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最新的 ITIL 4 Managing Professional ITIL-4-Specialist-Create-Deliver-and-Support 免費考試真題 (Q69-Q74):問題 #69
An organization has found that a significant amount of rework is required because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?
  • A. Use swarming to improve collaboration and validate information
  • B. Validate the data when tickets are being created by service desk agents
  • C. Train agents to capture the information required by each support team
  • D. Limit the use of tickets to major and high-priority incidents
答案：C
解題說明：
The approach to reduce rework is to train agents to capture the information required by each support team (B).
The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.1.3) states: "Training service desk agents to collect comprehensive and accurate ticket data reduces escalation rework by ensuring higher tiers receive sufficient context, minimizing delays and recurring incidents." This empowers first-line support, unlike option A (validation is reactive), option C (restricts ticket use), or option D (swarming is broader but less targeted). The guide notes: "Effective training enhances ticket quality and resolution efficiency." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.1.3 - Service Desk Training and Ticket Management.

問題 #70
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. Ideation
  • B. Prototyping
  • C. Inspiration and empathy
  • D. Implementation
答案：A
解題說明：
Ideationinvolves generating a wide range of ideas and then analyzing and selecting the best solution to move forward in the design thinking process.

問題 #71
A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?
  • A. Service level management
  • B. Service validation and testing
  • C. Service desk
  • D. Knowledge management
答案：A
解題說明：
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.

問題 #72
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?
  • A. Understand which steps contribute least to the support of the service
  • B. Identify the activities which could be improved by the use of automation
  • C. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
  • D. Understand the situations in which incidents and service requests will be initiated
答案：D
解題說明：
Understanding the situationswhereincidents and service requestsare initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.

問題 #73
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers.
Which model is this an example of?
  • A. Service integration as a service
  • B. Single provider
  • C. Retained service integration
  • D. Service guardian
答案：A
解題說明：
This is an example of service integration as a service (D). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.1.4) defines this model as: "A service integration approach where a third party coordinates and manages services, including supplier relationships and integration, on behalf of the organization." This matches the scenario where the provider handles supplier management and service coordination. Option A (retained service integration) involves internal retention; option B (single provider) implies full delivery; and option C (service guardian) is not a recognized ITIL model. The guide further notes:
"This model enhances value streams by ensuring seamless service delivery across multiple parties." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.4 - Service Integration Models.

問題 #74
......
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