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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:
| Topic | Details |
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| 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.
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| Topic 2 | - 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.
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| 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.
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| Topic 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.
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Reference: https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-create-deliver-and-support-2693
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