| Exam Code | ITIL-4-Specialist-Create-Deliver-and-Support |
| Exam Name | ITIL 4 Specialist: Create, Deliver and SupportExam |
| Update Date | 30 Aug, 2026 |
| Total Questions | 73 Questions Answers With Explanation |
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To stay ahead of its competition, an organization’s leadership team is focused on ensuringthat product innovations reach customers quickly. A team is discussing how it can leveragevalue stream mapping in support of this goal. The team wants to improve the entire end-toend value stream.Which improvement is MOST LIKELY to improve the entire value stream?
A. Reducing the time spent assessing and approving changes
B. Designing a continuous integration/continuous delivery pipeline
C. Reducing the time it takes to provide environments for projects
D. Minimizing handoffs between specialists within a development team
A service operations team monitors a critical service. They receive thousands of eventsevery day, and operators are trained, so they know which events require a response.Sometimes they miss an important event, and this causes service level targets to bebreached. What is the BEST approach to resolve this issue?
A. Recruit and train additional operations staff
B. Improve operations team training
C. Renegotiate service level targets
D. Review and automate filtering of operations data
During a service design workshop, a development team aims to tailor their solutions to theneeds and circumstances of the target users. What is the BEST approach for the team toachieve this?
A. Involve many users from every target group in all steps of the design
B. Create realistic user personas based on the gathered user data
C. Interview customers about their preferences
D. Use the latest technology capabilities to improve the look and feel of the designedsolution
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 theorganization’s product team?
A. Event surveys
B. Topic-based forums
C. Self-service portals
D. Social media
A user has logged an incident saying that transactions via the company website are veryslow. The service desk team does not have the skills needed to investigate this. There aremany different teams that this could be escalated to, including a web server team, anapplication team, an infrastructure team, and a performance management team.Which is the BEST approach for the service desk to use for escalating this incident?
A. Follow the predefined procedure for investigating web performance incidents
B. Use swarming to involve people from multiple different teams in the investigation
C. Escalate to the performance management team, who will then escalate to a differentteam if needed
D. Declare a major incident and start the major incident management procedure
A managed service provider manages an organization's suppliers, provides some deliveryfunctions to the organization, and coordinates service integration and managementbetween the organization and its suppliers. Which model is this an example of?
A. Retained service integration
B. Single provider
C. Service guardian
D. Service integration as a service
An organization has received complaints from customers regarding incident resolutiontimes. The organization is using value stream mapping to visualize the activities involved inrestoring service following an outage. The team has designed an optimized flow that beginswith 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 toreduce delays. Which is the BEST action the team can take to address leadership'sconcern?
A. Determine where work is sitting in queues
B. Introduce additional sources of demand
C. Compare the map to actual activities
D. Automate repeatable work activities
An organization has departments that are structured as Sales, Business Operations, andQuality Control. Each department has its own set of responsibilities, reporting lines andauthorities, and they manage their internal processes independently. What type oforganizational structure is this an example of?
A. Matrix
B. Functional
C. Divisional
D. Flat
Which is an example of a divisional organizational structure?
A. An organization which does not have a layered management structure
B. An organization which has a different business unit for each of its products
C. An organization which uses a grid of reporting relationships
D. An organization which has arranged its teams in a hierarchical authority structure
An organization experiences a high level of variation in the demand for its developmentservices. The organization has the capacity to fulfil the overall level of demand but wants toreduce the variation so that it does not have to prioritize work at peak times.Which action would BEST help the organization influence the demand for its services?
A. Introducing continuous integration and deployment
B. Increasing the number of test specialists
C. Reducing the charges for less busy periods
D. Engaging with a supplier to outsource tasks
An internal service provider of a large retail organization is working on a major update ofthe self-checkout terminals used in the supermarkets. The update includes new hardware,software, and integration with a new card payment system. How should the serviceprovider ensure that the update is sufficiently tested?
A. Delegate to the vendor testing of the terminals and the card payment system
B. Include user experience and perception in the scope of testing and involve multipleteams
C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
D. Focus testing solely on user experience and delegate it to operational teams
A technology organization is undergoing a strategic expansion, targeting emergingmarkets. The organization's current workforce has not had experience in dealing with theinnovative products which are part of the new markets. What is the BEST strategicapproach that the organization should adopt to resolve this situation?
A. Increase the total number of employees focusing on new hires with expertise inemerging technologies
B. Invest in targeted training programmes for existing staff in relevant emergingtechnologies
C. Outsource the development of new technology segments to specialized vendors
D. Restructure the organization to create specialized departments for emergingtechnologies
Which statement about collaboration is CORRECT?
A. Collaboration focuses on the organization's goals
B. Collaboration should be used instead of swarming or
C. Collaboration can be enforced by aligning metrics between teams
D. Collaboration is most useful for standardized work
An organization is planning to implement a new service management toolset for effectiveintegration of management practices. Which feature of the service management toolset willbe the MOST important in achieving this?
A. Flexible workflow automation
B. Inventory and discovery of IT assets
C. Advanced analytics
D. High availability and security
An organization is in the process of restoring the online payment app service, and its ITteams have reached a stage where creative problem-solving is needed. What does thissituation describe?
A. Cooperation
B. Servant leadership
C. Algorithmic task
D. Heuristic task
What should an organization consider when deciding to retain or outsource specific ITservices?
A. Short-term cost optimization
B. Cultural barriers and associated risks
C. Immediate staff reduction
D. Transfer of responsibility for highly tailored services
What approach can ensure testing happens earlier in the development lifecycle?
A. Service integration and management
B. Managing work as tickets
C. Shift-left
D. Robotic process automation
An internal service provider has made the service desk a single point of contact for all userqueries, including incidents, service requests, complaints, and compliments. To ensure afair allocation of the service desk resources, a common rule for processing all incomingqueues has been agreed: "first in, first out." It has soon become apparent that someincidents reported by users spend too much time waiting to be processed and triaged bythe service desk. This leads to delayed incident resolution and negative business impact.What is the BEST way to improve the situation?
A. Increase the number of service desk agents to process the incoming queries faster
B. Prioritize incoming queries based on their type and associated urgency
C. Implement separate service desks for incident and service requests
D. Recommend users to submit queries well in advance to ensure timely processing
A cross-functional team is designing a value stream to support the development of a newfinancial service. Some members of the team are suggesting that multiple value streamsare needed.Which factor would MOST LIKELY influence the need for multiple value streams?
A. The methods used to manage the development work
B. Whether the service is being created for internal or external customers
C. The number of practices required to support the service
D. The number of suppliers that will be used to source service components
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 serviceare missing important functionality.Which practice is most likely to identify this issue and initiate improvement actions?
A. Knowledge management
B. Service validation and testing
C. Service level management
D. Service desk
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