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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

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

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 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

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 6

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 7

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.

ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q21-Q26):

NEW QUESTION # 21
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A. One value stream for the organization, and separate value streams for each supplier
B. One value stream for the organization, and separate value streams for each team
C. One value stream for resolving incidents, and a separate value stream for managing service requests
D. One value stream for all activity that arrives via the service desk

Answer: D

Explanation:
A single value stream can manage all activity that arrives via the service desk, regardless of which internal team or supplier is involved, enabling streamlined and consistent handling of incidents and service requests.

NEW QUESTION # 22
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 this team can take to address leadership's concern?

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

Answer: B

Explanation:
Comparing the map to actual activitiesensures the value stream reflects reality, helping identify gaps, hidden delays, and inefficiencies that must be addressed to truly reduce incident resolution times.

NEW QUESTION # 23
What approach can ensure testing happens earlier in the development lifecycle?

A. Managing work as tickets
B. Service integration and management
C. Robotic process automation
D. Shift-left

Answer: D

Explanation:
Shift-leftmoves testing activities earlier in the development lifecycle, helping to detect and fix defects sooner, improving quality and reducing rework.

NEW QUESTION # 24
A cross-functional team is designing a value stream to support the development of a new financial service.
Some members of the team are suggesting that multiple value streams are needed.
Which factor would MOST LIKELY influence the need for multiple value streams?

A. The number of suppliers that will be used to source service components
B. Whether the service is being created for internal or external customers
C. The number of practices required to support the service
D. The methods used to manage the development work

Answer: D

Explanation:
Themethods used to manage the development work(such as Agile, DevOps, or Waterfall) can significantly influence whethermultiple value streamsare needed to efficiently handle different types of workflows within the same service development.

NEW QUESTION # 25
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. Initiate development changes as emergency changes so that errors can be identified quickly
B. Create a standard change model for development changes and initiate as a service request
C. Increase the size of development changes to make them easier to handle and increase success
D. Create a change model for development changes that includes the use of safe-to-fail testing

Answer: D

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 # 26
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