Jun-2026 ITIL ITIL-4-Specialist-Create-Deliver-and-Support Actual Questions and Braindumps
ITIL-4-Specialist-Create-Deliver-and-Support Dumps To Pass ITIL Exam in 24 Hours - ActualPDF
ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:
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NEW QUESTION # 43
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. Increase the size of development changes to make them easier to handle and increase success
- B. Create a standard change model for development changes and initiate as a service request
- C. Create a change model for development changes that includes the use of safe-to-fail testing
- D. Initiate development changes as emergency changes so that errors can be identified quickly
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 # 44
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?
- A. One value stream for resolving incidents, and a separate value stream for managing service requests
- B. One value stream for all activity that arrives via the service desk
- C. One value stream for the organization, and separate value streams for each team
- D. One value stream for the organization, and separate value streams for each supplier
Answer: B
Explanation:
A single value stream can manage all activity that arrives via the service desk, regardless of which internal team or supplier is involved, enabling streamlined and consistent handling of incidents and service requests.
NEW QUESTION # 45
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?
- A. Continuous deployment
- B. Change enablement
- C. Continuous delivery
- D. Continuous integration
Answer: D
Explanation:
Continuous integrationresolves delays by ensuring that developers frequently merge their code into ashared repository, enabling earlier detection of issues and smoother collaboration.
NEW QUESTION # 46
A technology firm has implemented a new ticketing system for managing customer support requests.
However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?
- A. Stop recording requests during exceptionally busy times
- B. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
- C. Prioritize tickets based on the order of receipt
- D. Limit ticket submissions to reduce the workload on support staff
Answer: B
Explanation:
The firm should develop a dynamic prioritization model that assesses the impact and urgency of each ticket (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.1) recommends prioritizing based on business impact and urgency to optimize support workflows and enhance customer satisfaction. Option A is static and ineffective; option C disrupts service; and option D restricts access, worsening dissatisfaction.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.1 - Prioritization in Support Workflows.
NEW QUESTION # 47
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. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
- 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. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
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 # 48
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. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
- 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. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
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 # 49
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Recommend users to submit queries well in advance to ensure timely processing
- B. Prioritize incoming queries based on their type and associated urgency
- C. Increase the number of service desk agents to process the incoming queries faster
- D. Implement separate service desks for incident and service requests
Answer: B
Explanation:
The best way to improve the situation is to prioritize incoming queries based on their type and associated urgency (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.3) states:
"Prioritization based on impact and urgency ensures that the most critical incidents are addressed promptly, optimizing resource use and minimizing business impact." The "first in, first out" rule fails when high-impact incidents are delayed, and this approach adjusts resource allocation dynamically. Option A increases costs without addressing prioritization; option C adds complexity; and option D shifts responsibility to users. The guide emphasizes: "Effective prioritization is a key practice in managing demand and ensuring service continuity." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.
NEW QUESTION # 50
An organization prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?
- A. An item logged today at 09:00
- B. An item logged today at 11:00
- C. An item logged yesterday at 11:00
- D. An item logged yesterday at 09:00
Answer: B
Explanation:
In alast-in, first-outapproach, themost recently loggedwork item is actioned next, which is the item logged today at 11:00.
NEW QUESTION # 51
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?
- A. Acceptance
- B. System
- C. Integration
- D. Unit
Answer: C
Explanation:
Integration testingfocuses on verifying how different applications and components work together, helping to identify and prevent errors that occur when the new application affects other systems.
NEW QUESTION # 52
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?
- A. Flexible workflow automation
- B. Inventory and discovery of IT assets
- C. High availability and security
- D. Advanced analytics
Answer: A
Explanation:
The most important feature is flexible workflow automation (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 2.4.1) states that automation enables seamless integration of practices by streamlining processes, which is crucial for building effective service value streams. Other features like inventory (B), analytics (C), and security (D) are supportive but secondary to integration.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.4.1 - Toolset Features for Integration.
NEW QUESTION # 53
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?
- A. Integrate all channels to support smooth switching between them for users and support agents
- B. Assign dedicated service desk agents to monitor each channel
- C. Allocate one most suitable channel to each customer type
- D. Close the least popular communication channels to reduce the complexity
Answer: A
Explanation:
The service provider should integrate all channels to support smooth switching between them for users and support agents (C). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.2) emphasizes the importance of a unified service desk experience, where channel integration enables a seamless omnichannel approach. This reduces the team's monitoring burden by centralizing interactions, ensures timely responses through a single queue or dashboard, and addresses user complaints by maintaining flexibility across preferred channels. Option A risks alienating users who rely on less popular channels; option B increases resource demands without addressing root issues; and option D limits user choice, potentially worsening satisfaction. The guide highlights that effective channel management enhances service desk efficiency, a critical aspect of supporting diverse customer bases.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.2 - Omnichannel Service Desk Management.
NEW QUESTION # 54
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
- A. Hold regular meetings focusing on problem solutions
- B. Incorporate the organization's vision into the team culture
- C. Promote a culture of learning and development
- D. Encourage informal teams across the organization
Answer: B
Explanation:
Incorporating the organization's vision into the team culturealigns individual efforts with organizational goals, ensuring that team members focus on work that contributes to overall success rather than personal interests.
NEW QUESTION # 55
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. ICI/CD
- B. Customer orientation
- C. Integration and data sharing
- D. Robotic process automation
Answer: C
Explanation:
Integration and data sharingfocus onaligning and unifying multiple systemsto ensure smooth, cohesive service design and delivery.
NEW QUESTION # 56
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
- A. Define and optimize an individual value stream for each team involved in service creation
- B. Integrate feedback loops and escalation mechanisms in the workflow
- C. Use comprehensive complex simulations to test the workflow
- D. Enable variance of quality and cost of services
Answer: B
Explanation:
The company should integrate feedback loops and escalation mechanisms in the workflow (B). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 2.2.2) explains that effective value stream design requires iterative feedback to ensure quality while maintaining speed, and escalation mechanisms to address issues promptly. This approach allows for continuous improvement and adjustment during service creation, balancing the trade-off between rapid delivery and high standards. Option A creates silos, reducing coordination; option C compromises consistency; and option D, while useful, is a testing method rather than a structural solution. The guide stresses that feedback loops, such as user testing or peer reviews, are essential for optimizing value streams.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.2.2 - Feedback Loops in Value Stream Design.
NEW QUESTION # 57
A healthcare organization is implementing data analytics to analyze patient data. Why is data analytics important in this context?
- A. To understand the relationships between patient data and the healthcare's business services
- B. To improve decision-making based on patient data analysis
- C. To prioritize and resolve requests for patient data
- D. To highlight bottlenecks in the organization's workflows when collecting patient data
Answer: B
Explanation:
The importance of data analytics in this context is to improve decision-making based on patient data analysis (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.2.4) states: "Data analytics enables organizations to derive actionable insights from data, enhancing decision-making processes by identifying trends, patterns, and opportunities for service improvement." In a healthcare setting, this means using patient data to optimize treatment plans, resource allocation, and service delivery, aligning with ITIL's focus on value creation. Option A is a narrow operational task; option C is a subset of analysis; and option D addresses workflow issues rather than the primary goal. The guide further notes that "effective use of analytics supports the continual improvement of services by informing strategic and operational decisions." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.4 - Data Analytics in Service Management.
NEW QUESTION # 58
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. Train agents to capture the information required by each support team
- B. Use swarming to improve collaboration and validate information
- C. Validate the data, when tickets are being created by service desk agents
- D. Limit the use of tickets to major and high-priority incidents
Answer: B
Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.
NEW QUESTION # 59
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. Declare a major incident and start the major incident management procedure
- B. Use swarming to involve people from multiple different teams in the investigation
- 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 # 60
Which statement about 'service integration as a service' isCORRECT?
- A. Multiple vendors provide the service integration and management function
- B. The service integrator does not deliver any services to the organization
- C. The service integrator can be easily replaced by other vendors to leverage better pricing
- D. The service integrator provides services and manages other vendors
Answer: D
Explanation:
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.
NEW QUESTION # 61
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. Results-based measurement
- B. Swarming
- C. Outsourcing
- D. Advanced analytics
Answer: B
Explanation:
Swarminginvolves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.
NEW QUESTION # 62
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 targets
- B. Review the incident management practice
- C. Review the incident resolution value stream
- D. Review the change enablement practice
Answer: C
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 # 63
How should roles and competencies be managed to adapt to rapid technological changes and market demands?
- A. By focusing on increasing employees' technical experience
- B. By making it easier for employees to focus on one role
- C. By creating career paths dedicated to single technologies
- D. By continually adapting roles to evolving organizational requirements
Answer: D
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 # 64
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. 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 designed solution
Answer: B
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 # 65
In which circumstances should an organization buy, rather than build, software?
- A. The requirements of the organization are frequently changing because of rapid expansion
- B. The consumers of the software have many and varied customization requirements
- C. The organization is part of a regulated industry and has a strong focus on internal policies
- D. The software is widely available and its features are standardized across most organizations
Answer: D
Explanation:
An organization should buy software when it is widely available and its features are standardized across most organizations (A). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.2.1) states:
"Buying is preferable when software components are commoditized and meet common needs, offering cost efficiency and reduced development time compared to building custom solutions." This aligns with value stream optimization by leveraging market solutions. Option B suggests regulatory constraints favoring internal control; option C indicates a need for flexibility, better suited to building; and option D requires customization, favoring development. The guide adds: "Standardized software supports scalability and reduces maintenance overhead." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.1 - Buy vs. Build Decisions.
NEW QUESTION # 66
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
- A. Shift-left
- B. Shortest item first
- C. Swarming
- D. Robotic process automation
Answer: A
Explanation:
Theshift-leftapproach improves incident resolution times bymoving support activities closer to frontline teams or users, enabling faster and more efficient handling.
NEW QUESTION # 67
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. Results-based measurement
- B. Swarming
- C. Outsourcing
- D. Advanced analytics
Answer: B
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 # 68
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