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[Hardware] ITIL ITIL-4-Specialist-Create-Deliver-and-Support Realistic Authorized Certifica

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【Hardware】 ITIL ITIL-4-Specialist-Create-Deliver-and-Support Realistic Authorized Certifica

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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:
TopicDetails
Topic 1
  • 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 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 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 4
  • 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 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 (Q67-Q72):NEW QUESTION # 67
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. Knowledge management
  • B. Service desk
  • C. Service level management
  • D. Service validation and testing
Answer: C
Explanation:
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.

NEW QUESTION # 68
A technology firm has implemented a new ticketing system for managing customer support requests.
However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?
  • A. Prioritize tickets based on the order of receipt
  • B. Limit ticket submissions to reduce the workload on support staff
  • C. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
  • D. Stop recording requests during exceptionally busy times
Answer: C
Explanation:
The firm should develop a dynamic prioritization model that assesses the impact and urgency of each ticket (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.1) recommends prioritizing based on business impact and urgency to optimize support workflows and enhance customer satisfaction. Option A is static and ineffective; option C disrupts service; and option D restricts access, worsening dissatisfaction.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.1 - Prioritization in Support Workflows.

NEW QUESTION # 69
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
  • A. Integration and data sharing
  • B. Robotic process automation
  • C. Customer orientation
  • D. ICI/CD
Answer: A
Explanation:
Integration and data sharingfocus onaligning and unifying multiple systemsto ensure smooth, cohesive service design and delivery.

NEW QUESTION # 70
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?
  • A. Limit the number of incoming queries so they could be processed on time
  • B. Prioritize queues using a combination of criteria to maximize value and minimize risks
  • C. Increase capacity to process all queries without delays
  • D. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
Answer: B
Explanation:
The best way is to prioritize queues using a combination of criteria to maximize value and minimize risks (B).
The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 4.2.3) states: "Prioritization should balance impact, urgency, and value, ensuring efficient resource use and timely resolution, especially in uneven demand scenarios." This approach adapts to fluctuating query volumes, unlike option A which focuses on profit (less relevant for a charity), option C which is costly and may not address root causes, or option D which restricts access. The guide notes: "Dynamic prioritization enhances service desk resilience under variable workloads." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.

NEW QUESTION # 71
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. Limit the use of tickets to major and high-priority incidents
  • C. Validate the data, when tickets are being created by service desk agents
  • D. Train agents to capture the information required by each support team
Answer: A
Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.

NEW QUESTION # 72
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