ITIL ITIL-4-Specialist-Create-Deliver-and-Support Questions Answers
ITIL 4 Specialist: Create, Deliver and SupportExam- 73 Questions & Answers
- Update Date : October 19, 2026
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Related Exams
ITIL ITIL-4-Specialist-Create-Deliver-and-Support Sample Questions
Question # 1To 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
Question # 2
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
Question # 3
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
Question # 4
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
Question # 5
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
Question # 6
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
Question # 7
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
Question # 8
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
Question # 9
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
Question # 10
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
Question # 11
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
Question # 12
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
Question # 13
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
Question # 14
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
Question # 15
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