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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam? No Problem. Crack it Instantly with This Simple Method

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Posted on: 06/17/25

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q29-Q34):

NEW QUESTION # 29
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

  • A. Create realistic user personas based on the gathered user data
  • B. Use the latest technology capabilities to improve the look and feel of the designed solution
  • C. Involve many users from every target group in all steps of the design
  • D. Interview customers about their preferences

Answer: A

Explanation:
The best approach is to create realistic user personas based on the gathered user data (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.1.3) states: "User personas, developed from data-driven insights, provide a focused representation of target users, enabling tailored design that aligns with their needs and circumstances." This method ensures practicality without overwhelming the process, unlike option A's broad involvement. Option C is a data-gathering step; option D prioritizes technology over user needs. The guide notes: "Personas enhance service design by guiding decisions throughout the value stream." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.3 - User Personas in Service Design.


NEW QUESTION # 30
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

  • A. Create one value stream for each support team
  • B. Create separate value streams for practices, people, tools and suppliers
  • C. Create one value stream for the entire set of support activities
  • D. Create one value stream for every lifecycle phase of support requests

Answer: C

Explanation:
Creating one value stream for the entire set of support activitiesensures anend-to-end viewof how the service will be supported, promoting integration across all contributing teams.


NEW QUESTION # 31
A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

  • A. Review the incident resolution targets
  • B. Review the change enablement practice
  • C. Review the incident resolution value stream
  • D. Review the incident management practice

Answer: C

Explanation:
The service provider should review the incident resolution value stream (D). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.3) recommends analyzing the end-to-end value stream to identify delays across multiple teams and processes, including changes and supplier involvement. Options A, B, and C address specific elements but lack the holistic view needed.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.3 - Incident Resolution Value Stream Analysis.


NEW QUESTION # 32
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

  • A. Robotic process automation
  • B. Customer orientation
  • C. ICI/CD
  • D. Integration and data sharing

Answer: D

Explanation:
Integration and data sharingfocus onaligning and unifying multiple systemsto ensure smooth, cohesive service design and delivery.


NEW QUESTION # 33
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. Experience of financial management
  • B. Knowledge of how to log incidents and service requests
  • C. Commitment to continual improvement
  • D. Technical knowledge of the supported products

Answer: C

Explanation:
Acommitment to continual improvementis crucial for a service desk team lead to drive team performance, enhance service quality, and align with the organization's goals for ongoing development.


NEW QUESTION # 34
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