Free Oct-2025 ITIL-4-Specialist-Create-Deliver-and-Support Certification Sample Questions certification Exam
Certification Topics of ITIL-4-Specialist-Create-Deliver-and-Support Exam PDF Recently Updated Questions
ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
|
| Topic 2 |
|
| Topic 3 |
|
| Topic 4 |
|
| Topic 5 |
|
NEW QUESTION # 23
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. Implementation
- B. Ideation
- C. Inspiration and empathy
- D. Prototyping
Answer: B
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 # 24
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application 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. Use swarming to involve people from multiple different teams in the investigation
- B. Declare a major incident and start the major incident management procedure
- C. Follow the predefined procedure for investigating web performance incidents
- D. Escalate to the performance management team, who will then escalate to a different team if needed
Answer: C
Explanation:
Following a predefined procedurefor investigating web performance incidents ensures astructured and efficient escalation, reducing delays and avoiding confusion about responsibility.
NEW QUESTION # 25
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?
- A. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
- B. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
- C. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
- D. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
Answer: A
Explanation:
Increasing the priority of requeststhat have been waiting too long helpsprevent service level breachesand improves user satisfaction without undermining the triage approach for urgent tasks.
NEW QUESTION # 26
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. Initiate development changes as emergency changes so that errors can be identified quickly
- C. Create a change model for development changes that includes the use of safe-to-fail testing
- D. Increase the size of development changes to make them easier to handle and increase success
Answer: C
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 # 27
A service operations team monitors a critical service. They receive thousands of events every 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 be breached.
What is the BEST approach to resolve this issue?
A service operations team monitors a critical service. They receive thousands of events every 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 be breached.
What is the BEST approach to resolve this issue?
- A. Improve operations team training
- B. Renegotiate service level targets
- C. Improve filtering of operations data
- D. Recruit additional operations staff
Answer: C
Explanation:
Improving the filtering of operations data reduces the noise from irrelevant events, allowing the operations team to focus on critical events and prevent breaches of service level targets.
NEW QUESTION # 28
Which is an example of using a 'shift-left' approach to optimize password resets?
- A. Encourage users to remember or safely record their passwords to reduce the number of password resets
- B. Allow users to reset their own passwords using an automated tool
- C. Train service desk agents to categorize password resets as service requests
- D. Automatically assign a high priority to password reset requests to resolve them faster
Answer: B
Explanation:
Allowing users to reset their own passwords using an automated tool (A) is an example of the shift-left approach. The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.3.1) defines shift-left as moving tasks to earlier stages or to the user, enhancing efficiency by reducing service desk workload.
Options B, C, and D do not shift the task to the user or an earlier stage.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach.
NEW QUESTION # 29
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?
- A. Offshoring
- B. Onshoring
- C. Insourcing
- D. Nearshoring
Answer: D
Explanation:
Nearshoringinvolves sourcing services from a supplier in anearby countrywithsimilar working hours, facilitating easier communication and collaboration.
NEW QUESTION # 30
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?
- A. Increase capacity to process all queries without delays
- B. Prioritize queues using a combination of criteria to maximize value and minimize risks
- C. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
- D. Limit the number of incoming queries so they could be processed on time
Answer: B
Explanation:
The best way is to prioritize queues using a combination of criteria to maximize value and minimize risks (B).
The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 4.2.3) states: "Prioritization should balance impact, urgency, and value, ensuring efficient resource use and timely resolution, especially in uneven demand scenarios." This approach adapts to fluctuating query volumes, unlike option A which focuses on profit (less relevant for a charity), option C which is costly and may not address root causes, or option D which restricts access. The guide notes: "Dynamic prioritization enhances service desk resilience under variable workloads." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.
NEW QUESTION # 31
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time. However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?
- A. Review the incident management process
- B. Review the incident resolution value stream
- C. Review the change authorization procedures
- D. Review the incident resolution targets
Answer: B
Explanation:
The best approach is to review the incident resolution value stream (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.3) states: "Analyzing the incident resolution value stream identifies bottlenecks, such as delays in change implementation, and enables end-to-end optimization to meet agreed times." This holistic review addresses the specific issue of change-related delays, unlike option A (adjusting targets avoids fixing the problem), option C (narrowly focuses on authorization), or option D (misses the value stream context). The guide adds: "Value stream analysis is key to aligning incident and change processes." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.3 - Incident Resolution Value Stream Analysis.
NEW QUESTION # 32
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?
- A. Working with a customer-oriented mindset
- B. Shift-left
- C. Workforce planning and management
- D. A continual improvement culture
Answer: D
Explanation:
A continual improvement culturefosters an environment of openness, trust, and transparency, encouraging employees to suggest improvements and ensuring their ideas are valued and considered.
NEW QUESTION # 33
An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
- A. Delegate to the vendor testing of the terminals and the card payment system
- B. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- C. Include user experience and perception in the scope of testing and involve multiple teams
- D. Focus testing solely on user experience and delegate it to operational teams
Answer: C
Explanation:
The service provider should include user experience and perception in the scope of testing and involve multiple teams (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.2.3) stresses comprehensive testing that covers technical functionality, user satisfaction, and integration, requiring collaboration across development, operations, and user groups to ensure the update meets diverse needs.
Option A shifts responsibility without oversight; option C is too narrow; and option D overlooks technical aspects. The guide highlights multi-team involvement for robust service delivery.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.3 - Testing Practices in Service Updates.
NEW QUESTION # 34
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. Use swarming to improve collaboration and validate information
- B. Limit the use of tickets to major and high-priority incidents
- C. Train agents to capture the information required by each support team
- D. Validate the data when tickets are being created by service desk agents
Answer: C
Explanation:
The approach to reduce rework is to train agents to capture the information required by each support team (B).
The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.1.3) states: "Training service desk agents to collect comprehensive and accurate ticket data reduces escalation rework by ensuring higher tiers receive sufficient context, minimizing delays and recurring incidents." This empowers first-line support, unlike option A (validation is reactive), option C (restricts ticket use), or option D (swarming is broader but less targeted). The guide notes: "Effective training enhances ticket quality and resolution efficiency." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.1.3 - Service Desk Training and Ticket Management.
NEW QUESTION # 35
Which is a reason why an organization should create competency profiles for each role?
- A. To ensure that technical skills are included in each profile
- B. To plan to fill all the mandatory ITIL roles
- C. To ensure that IT specialists have pi-shaped skill profiles
- D. To plan the professional development of team members
Answer: D
Explanation:
Creating competency profileshelps the organizationplan the professional development of team members, ensuring that skills and capabilities align with current and future needs.
NEW QUESTION # 36
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?
- A. Increase the total number of employees focusing on new hires with expertise in emerging technologies
- B. Invest in targeted training programmes for existing staff in relevant emerging technologies
- C. Outsource the development of new technology segments to specialized vendors
- D. Restructure the organization to create specialized departments for emerging technologies
Answer: B
Explanation:
The best strategic approach is to invest in targeted training programmes for existing staff in relevant emerging technologies (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.3.2) states:
"Investing in training leverages existing staff knowledge, aligns competencies with new market needs, and ensures cultural continuity, which is critical during expansion." This is cost-effective and builds internal capability, unlike option A (expensive hiring), option C (relinquishes control), or option D (disruptive restructuring). The guide notes: "Skill development supports the service value system's adaptability." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Competency Development.
NEW QUESTION # 37
An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?
- A. Functional
- B. Flat
- C. Matrix
- D. Divisional
Answer: A
Explanation:
This is an example of a functional organizational structure (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.1.2) describes a functional structure as one where departments are organized by specialized functions (e.g., Sales, Operations, Quality Control), each with distinct responsibilities and independent processes. This structure supports service value system alignment by leveraging expertise but can create silos if not coordinated. Option A (matrix) involves cross-functional reporting; option C (divisional) focuses on product or region; and option D (flat) minimizes hierarchy, none of which match the description. The guide notes this structure's relevance in service management contexts.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.2 - Organizational Structures.
NEW QUESTION # 38
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
- A. The value of positive communications
- B. Customer orientation
- C. Shift-left
- D. Organizational structure
Answer: B
Explanation:
Customer orientationensures that individual and team objectives are aligned withanticipating and meeting customer needs, directly supporting the organization's goal.
NEW QUESTION # 39
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?
- A. Advanced analytics
- B. Results-based measurement
- C. Swarming
- D. Outsourcing
Answer: C
Explanation:
The concept of swarming would help resolve this situation (D). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.5) defines swarming as: "A collaborative approach where multiple team members, including first- and second-line support, work together on an incident simultaneously to resolve it quickly, reducing queue buildup." This contrasts with the tiered structure's escalation delays. Option A focuses on metrics; option B aids analysis; and option C shifts work externally, none addressing queue reduction directly. The guide notes: "Swarming enhances resolution times by leveraging collective expertise." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.5 - Swarming in Incident Management.
NEW QUESTION # 40
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 value stream
- B. Review the incident management practice
- C. Review the incident resolution targets
- D. Review the change enablement practice
Answer: A
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 # 41
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce 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. Reducing the charges for less busy periods
- B. Engaging with a supplier to outsource tasks
- C. Introducing continuous integration and deployment
- D. Increasing the number of test specialists
Answer: A
Explanation:
Reducing the charges for less busy periodshelpsinfluence and smooth out demand, encouraging customers to request services during lower-demand times and reducing peaks.
NEW QUESTION # 42
......
2025 New Preparation Guide of ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam: https://www.freecram.com/ITIL-certification/ITIL-4-Specialist-Create-Deliver-and-Support-exam-dumps.html
ITIL-4-Specialist-Create-Deliver-and-Support Exam Prep Guide: Prep guide for the ITIL-4-Specialist-Create-Deliver-and-Support Exam: https://drive.google.com/open?id=1UuhW51GT3c_CSkWAX45jWqkVC_-y-vA-