ITIL-4-Specialist-Create-Deliver-and-Support ITIL 4 Specialist: Create, Deliver and SupportExam neueste Studie Torrent & ITIL-4-Specialist-Create-Deliver-and-Support tatsächliche prep Prüfung

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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Prüfungsplan:

Thema	Einzelheiten
Thema 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.
Thema 2	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.
Thema 3	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.
Thema 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.
Thema 5	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.\| :
Thema 6	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.
Thema 7	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.
Thema 8	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.

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ITIL 4 Specialist: Create, Deliver and SupportExam ITIL-4-Specialist-Create-Deliver-and-Support Prüfungsfragen mit Lösungen (Q69-Q74):

69. Frage
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A. Commitment to continual improvement
B. Technical knowledge of the supported products
C. Knowledge of how to log incidents and service requests
D. Experience of financial management

Antwort: A

Begründung:
The most important additional requirement is commitment to continual improvement (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.1.2) identifies this as critical for a team lead to drive ongoing enhancements in service desk performance, aligning with ITIL's continual improvement principle. This ensures the lead fosters a culture of progress, complementing the given skills. Option A is operational and basic; option C is less relevant for a lead role; and option D, while useful, is secondary to improvement focus. The guide underscores leadership in improvement initiatives.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.1.2 - Leadership in Service Desk Roles.

70. Frage
Which is an example of a divisional organizational structure?

A. An organization which has a different business unit for each of its products
B. An organization which has arranged its teams in a hierarchical authority structure
C. An organization which uses a grid of reporting relationships
D. An organization which does not have a layered management structure

Antwort: A

Begründung:
Anorganization with a different business unit for each of its productsis an example of adivisional organizational structure, where divisions are typically based on products, services, or markets.

71. Frage
Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization's product team?

A. Self-service portals
B. Event surveys
C. Topic-based forums
D. Social media

Antwort: C

Begründung:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.

72. Frage
Which is an example of using a 'shift-left' approach to optimize password resets?

A. Allow users to reset their own passwords using an automated tool
B. Encourage users to remember or safely record their passwords to reduce the number of password resets
C. Automatically assign a high priority to password reset requests to resolve them faster
D. Train service desk agents to categorize password resets as service requests

Antwort: A

Begründung:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.

73. Frage
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A. Compare the map to actual activities
B. Automate repeatable work activities
C. Introduce additional sources of demand
D. Determine where work is sitting in queues

Antwort: D

Begründung:
The best action is to determine where work is sitting in queues (A). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 2.3.1) explains that value stream mapping should identify bottlenecks, such as queues, to optimize flow and reduce delays. This addresses leadership's concern by providing actionable insights into delay causes. Option C is useful but less specific; option D automates after identifying issues; and option B would exacerbate delays.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.3.1 - Value Stream Mapping and Bottleneck Analysis.

74. Frage
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