Practice Test for ITIL-4-Specialist-Create-Deliver-and-Support Certification Real 2025 Mock Exam
Prepare For Realistic ITIL-4-Specialist-Create-Deliver-and-Support Dumps PDF - 100% Passing Guarantee
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 # 14
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers.
Which model is this an example of?
- A. Service integration as a service
- B. Service guardian
- C. Single provider
- D. Retained service integration
Answer: A
Explanation:
This is an example of service integration as a service (D). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.1.4) defines this model as: "A service integration approach where a third party coordinates and manages services, including supplier relationships and integration, on behalf of the organization." This matches the scenario where the provider handles supplier management and service coordination. Option A (retained service integration) involves internal retention; option B (single provider) implies full delivery; and option C (service guardian) is not a recognized ITIL model. The guide further notes:
"This model enhances value streams by ensuring seamless service delivery across multiple parties." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.4 - Service Integration Models.
NEW QUESTION # 15
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. Use the latest technology capabilities to improve the look and feel of the designed solution
- C. Interview customers about their preferences
- D. Involve many users from every target group in all steps of the design
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 # 16
Which is often included in an Agile approach to software development?
- A. Information models
- B. Integrated service management toolsets
- C. CI/CD
- D. Advanced analytics
Answer: C
Explanation:
CI/CD (Continuous Integration/Continuous Delivery)is often included in anAgile approachto accelerate and automate software development, testing, and deployment.
NEW QUESTION # 17
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with 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 to reduce delays.
Which is the BEST action this team can take to address leadership's concern?
- A. Automate repeatable work activities
- B. Compare the map to actual activities
- C. Determine where work is sitting in queues
- D. Introduce additional sources of demand
Answer: B
Explanation:
Comparing the map to actual activitiesensures the value stream reflects reality, helping identify gaps, hidden delays, and inefficiencies that must be addressed to truly reduce incident resolution times.
NEW QUESTION # 18
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 does not have a layered management structure
- C. An organization which uses a grid of reporting relationships
- D. An organization which has arranged its teams in a hierarchical authority 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 # 19
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. Prioritize queues using a combination of criteria to maximize value and minimize risks
- B. Increase capacity to process all queries without delays
- C. Limit the number of incoming queries so they could be processed on time
- D. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
Answer: A
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 # 20
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with 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 to reduce delays. Which is the BEST action the team can take to address leadership's concern?
- A. Automate repeatable work activities
- B. Compare the map to actual activities
- C. Determine where work is sitting in queues
- D. Introduce additional sources of demand
Answer: C
Explanation:
The best action is to determine where work is sitting in queues (A). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 2.3.1) explains that value stream mapping should identify bottlenecks, such as queues, to optimize flow and reduce delays. This addresses leadership's concern by providing actionable insights into delay causes. Option C is useful but less specific; option D automates after identifying issues; and option B would exacerbate delays.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.3.1 - Value Stream Mapping and Bottleneck Analysis.
NEW QUESTION # 21
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. Prioritize tickets based on the order of receipt
- B. Limit ticket submissions to reduce the workload on support staff
- C. Stop recording requests during exceptionally busy times
- D. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
Answer: D
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 # 22
A healthcare organization is implementing data analytics to analyze patient data. Why is data analytics important in this context?
- A. To highlight bottlenecks in the organization's workflows when collecting patient data
- B. To prioritize and resolve requests for patient data
- C. To improve decision-making based on patient data analysis
- D. To understand the relationships between patient data and the healthcare's business services
Answer: C
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 # 23
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 service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?
- A. Service validation and testing
- B. Knowledge management
- C. Service level management
- D. Service desk
Answer: C
Explanation:
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.
NEW QUESTION # 24
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. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
- B. Understand which steps contribute least to the support of the service
- C. Identify the activities which could be improved by the use of automation
- D. Understand the situations in which incidents and service requests will be initiated
Answer: D
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 # 25
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. Allocate one most suitable channel to each customer type
- B. Assign dedicated service desk agents to monitor each channel
- C. Integrate all channels to support smooth switching between them for users and support agents
- D. Close the least popular communication channels to reduce the complexity
Answer: C
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 # 26
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. Limit the use of tickets to major and high-priority incidents
- C. Validate the data, when tickets are being created by service desk agents
- D. Use swarming to improve collaboration and validate information
Answer: D
Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.
NEW QUESTION # 27
In which circumstances should an organization buy, rather than build, software?
- A. The organization is part of a regulated industry and has a strong focus on internal policies
- B. The consumers of the software have many and varied customization requirements
- C. The software is widely available and its features are standardized across most organizations
- D. The requirements of the organization are frequently changing because of rapid expansion
Answer: C
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 # 28
What approach can ensure testing happens earlier in the development lifecycle?
- A. Managing work as tickets
- B. Service integration and management
- C. Robotic process automation
- D. Shift-left
Answer: D
Explanation:
Shift-leftmoves testing activities earlier in the development lifecycle, helping to detect and fix defects sooner, improving quality and reducing rework.
NEW QUESTION # 29
Which statement about collaboration is CORRECT?
- A. Collaboration is most useful for standardized work
- B. Collaboration can be enforced by aligning metrics between teams
- C. Collaboration should be used instead of swarming or
- 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 # 30
An organization uses value streams to help them deliver consistent services, and they use 'service integration and management' to manage many different suppliers.
How does 'service integration and management' work with the organization's value streams?
- A. Service integration and management' is independent of the organization's value streams
- B. Service integration and management' cannot be used in an organization that uses value streams
- C. 'Service integration and management' creates a separate value stream for each supplier
- D. 'Service integration and management' manages multiple suppliers in a single value stream
Answer: D
Explanation:
'Service integration and management' works by coordinating and managing multiple suppliers within a single value stream, ensuring that all suppliers contribute effectively to the delivery of consistent services aligned with the organization's value creation efforts.
NEW QUESTION # 31
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 change enablement practice
- B. Review the incident resolution value stream
- C. Review the incident management practice
- D. Review the incident resolution targets
Answer: B
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 # 32
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. Organizational structure
- B. The value of positive communications
- C. Shift-left
- D. Customer orientation
Answer: D
Explanation:
Customer orientationensures that individual and team objectives are aligned withanticipating and meeting customer needs, directly supporting the organization's goal.
NEW QUESTION # 33
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
- A. ITSM software
- B. Information models
- C. Artificial intelligence
- D. Advanced analytics
Answer: C
Explanation:
Artificial intelligenceis commonly applied to process and interpret unstructured text, enabling tasks such as generating summaries, translations, and extracting meaningful insights.
NEW QUESTION # 34
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. Implementation
- C. Prototyping
- 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 # 35
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. Promote a culture of learning and development
- B. Incorporate the organization's vision into the team culture
- C. Hold regular meetings focusing on problem solutions
- 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 # 36
To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?
- A. Reducing the time spent assessing and approving changes
- B. Minimizing handoffs between specialists within a development team
- C. Reducing the time it takes to provide environments for projects
- D. Designing a continuous integration/continuous delivery pipeline
Answer: D
Explanation:
Designing a continuous integration/continuous delivery (CI/CD) pipelineimproves theentire end-to-end value streamby enabling faster, automated delivery of product innovations to customers.
NEW QUESTION # 37
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. Swarming
- B. Advanced analytics
- C. Results-based measurement
- D. Outsourcing
Answer: A
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 # 38
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 change model for development changes that includes the use of safe-to-fail testing
- B. Create a standard change model for development changes and initiate as a service request
- C. Initiate development changes as emergency changes so that errors can be identified quickly
- D. Increase the size of development changes to make them easier to handle and increase success
Answer: A
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 # 39
......
Download ITIL-4-Specialist-Create-Deliver-and-Support Exam Dumps Questions to get 100% Success: https://www.practicedump.com/ITIL-4-Specialist-Create-Deliver-and-Support_actualtests.html
Check the Available ITIL-4-Specialist-Create-Deliver-and-Support Exam Dumps with 74 QA's: https://drive.google.com/open?id=1GwCW22QFrG8KYbFQMNBYi5nsapZUMt_H