2026 ITIL-4-Specialist-Create-Deliver-and-Support Question Bank: Free PDF Download Recently Updated Questions
ITIL-4-Specialist-Create-Deliver-and-Support Certification Exam Dumps with 74 Practice Test Questions
NEW QUESTION # 12
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. Topic-based forums
- C. Social media
- D. Event surveys
Answer: B
Explanation:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.
NEW QUESTION # 13
Which statement about collaboration is CORRECT?
- A. Collaboration is most useful for standardized work
- B. Collaboration should be used instead of swarming or
- C. Collaboration can be enforced by aligning metrics between teams
- D. Collaboration focuses on the organization's goals
Answer: D
Explanation:
Collaborationis fundamentally aboutfocusing on the organization's goals, ensuring that different teams and individuals work together toward shared outcomes.
NEW QUESTION # 14
A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?
- A. Organization-specific requirements for service functionality
- B. Commoditization of service components
- C. Customer demand for personalized products
- D. Service components lacking mass-market adoption
Answer: B
Explanation:
This situation is an example of commoditization of service components (A). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.2.1) states: "Commoditization occurs when services or components, once custom-built, become standardized and available off-the-shelf, reducing the need for internal development." The shift from custom to commercial software reflects this trend, aligning with value stream efficiency. Option B applies to custom needs; option C relates to customer preferences; and option D contradicts the scenario. The guide adds: "Commoditization supports cost reduction and scalability." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.1 - Commoditization of Services.
NEW QUESTION # 15
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
Answer: A
Explanation:
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.
NEW QUESTION # 16
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the cost of providing a service to customers and users
- B. Measuring and reporting the number of hours worked by service desk staff
- C. Measuring and reporting the number of supplier-related interruptions to a service
- D. Measuring and reporting customer satisfaction with closed incidents
Answer: D
Explanation:
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.
NEW QUESTION # 17
Which statement about 'service integration as a service' isCORRECT?
- A. Multiple vendors provide the service integration and management function
- B. The service integrator provides services and manages other vendors
- C. The service integrator can be easily replaced by other vendors to leverage better pricing
- D. The service integrator does not deliver any services to the organization
Answer: B
Explanation:
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.
NEW QUESTION # 18
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.
What 'design thinking' activity is this an example of?
- A. Inspiration and empathy
- B. Prototyping
- C. Implementation
- D. Ideation
Answer: D
Explanation:
Ideationinvolves generating a wide range of ideas and then analyzing and selecting the best solution to move forward in the design thinking process.
NEW QUESTION # 19
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. Create a standard change model for development changes and initiate as a service request
- B. Create a change model for development changes that includes the use of safe-to-fail testing
- C. Increase the size of development changes to make them easier to handle and increase success
- D. Initiate development changes as emergency changes so that errors can be identified quickly
Answer: B
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 # 20
How should roles and competencies be managed to adapt to rapid technological changes and market demands?
- A. By making it easier for employees to focus on one role
- B. By continually adapting roles to evolving organizational requirements
- C. By focusing on increasing employees' technical experience
- D. By creating career paths dedicated to single technologies
Answer: B
Explanation:
Roles and competencies should be managed by continually adapting them to evolving organizational requirements (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.3.2) advocates for flexible role definitions to respond to technological and market shifts, ensuring the service value system remains effective. This approach supports skill development and role evolution, unlike option A (rigid focus), option B (technology-specific paths), or option D (narrow technical emphasis). The guide emphasizes adaptability as a core competency.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Adapting Roles and Competencies.
NEW QUESTION # 21
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?
- A. Problem management
- B. Service desk
- C. Release management
- D. Monitoring and event management
Answer: B
Explanation:
Theservice deskpractice is the primary point of contact for users and customers, making it the best source for gathering information about both user issues and operational challenges faced by support teams.
NEW QUESTION # 22
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. Involve many users from every target group in all steps of the design
- C. Interview customers about their preferences
- D. Use the latest technology capabilities to improve the look and feel of the designed solution
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 # 23
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
- B. An incident resolved within the target SLA time, enabling efficient use of service desk resources
- C. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- D. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
Answer: D
Explanation:
From theuser's perspective,swift restorationof critical services like apoint of sale systemprovides immediate value by minimizing disruption and allowing normal operations to continue.
NEW QUESTION # 24
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. Technical knowledge of the supported products
- B. Knowledge of how to log incidents and service requests
- C. Experience of financial management
- D. Commitment to continual improvement
Answer: D
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 # 25
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 uses a grid of reporting relationships
- C. An organization which has arranged its teams in a hierarchical authority structure
- D. An organization which does not have a layered management structure
Answer: A
Explanation:
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.
NEW QUESTION # 26
Which of the following involves consideration of the skills and availability of both internal and external resources?
- A. Swarming
- B. Shift-left approach
- C. Triage prioritization
- D. Build vs buy
Answer: D
Explanation:
Build vs buyinvolves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.
NEW QUESTION # 27
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?
- A. Validate the data, when tickets are being created by service desk agents
- B. Limit the use of tickets to major and high-priority incidents
- C. Use swarming to improve collaboration and validate information
- D. Train agents to capture the information required by each support team
Answer: C
Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.
NEW QUESTION # 28
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?
- A. Review skills and competencies of user support staff to ensure they have the required capability
- B. Improve the integration of tools to ensure there are no gaps between processes
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Encourage teams to collaborate so they can focus on value for users
Answer: C
Explanation:
The organization should first use value stream mapping to help understand the end-to-end flow of user support (A). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 2.3.1) states: "Value stream mapping is the initial step to visualize and analyze the flow of activities, identifying inefficiencies and delays in service delivery processes." This provides a foundation for addressing user complaints by pinpointing bottlenecks before implementing solutions like collaboration (B), tool integration (C), or skill reviews (D). The guide emphasizes: "Mapping ensures a holistic view, essential for effective planning and improvement." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.3.1 - Value Stream Mapping.
NEW QUESTION # 29
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?
- A. Understand the situations in which incidents and service requests will be initiated
- B. Identify the activities which could be improved by the use of automation
- C. Understand which steps contribute least to the support of the service
- D. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
Answer: A
Explanation:
Understanding the situationswhereincidents and service requestsare initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.
NEW QUESTION # 30
Which statement about 'service integration as a service' isCORRECT?
- A. Multiple vendors provide the service integration and management function
- B. The service integrator provides services and manages other vendors
- C. The service integrator can be easily replaced by other vendors to leverage better pricing
- D. The service integrator does not deliver any services to the organization
Answer: B
Explanation:
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.
NEW QUESTION # 31
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 methods used to manage the development work
- D. The number of practices required to support the service
Answer: C
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 # 32
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