2026 Best ITIL-4-Specialist-Create-Deliver-and-Support Exam Preparation Material with New Dumps Questions
Free ITIL-4-Specialist-Create-Deliver-and-Support Exam Files Verified & Correct Answers Downloaded Instantly
ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
|
| Topic 2 |
|
| Topic 3 |
|
| Topic 4 |
|
| Topic 5 |
|
| Topic 6 |
|
| Topic 7 |
|
| Topic 8 |
|
NEW QUESTION # 43
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. Recruit and train additional operations staff
- D. Review and automate filtering of operations data
Answer: D
Explanation:
The best approach is to review and automate filtering of operations data (D). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.2.4) states: "Automation of event filtering reduces human error by prioritizing critical events, ensuring operators focus on what matters and preventing breaches of service level targets." This leverages technology to address misses, unlike option A (costly staffing), option B (insufficient if overwhelmed), or option C (avoiding the root cause). The guide notes: "Effective event management relies on automated tools to enhance reliability." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.4 - Event Management Automation.
NEW QUESTION # 44
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 level management
- B. Knowledge management
- C. Service validation and testing
- D. Service desk
Answer: A
Explanation:
Service level managementfocuses on understanding and capturing customer expectations and experiences, making it the practice most likely toidentify dissatisfactionandinitiate improvement actions.
NEW QUESTION # 45
A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that is created
- A. 1 and 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
Answer: C
Explanation:
Individual changes should be measured by the outcomethey create to ensure they deliver real value, and theoverall success of multiple changes should also be measured by the outcometo confirm that the cumulative improvements meet business objectives.
NEW QUESTION # 46
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. Train service desk agents to categorize password resets as service requests
- C. Allow users to reset their own passwords using an automated tool
- D. Automatically assign a high priority to password reset requests to resolve them faster
Answer: C
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 # 47
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 # 48
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
- A. Continuous deployment
- B. Continuous delivery
- C. Continual improvement
- D. Continuous integration
Answer: D
Explanation:
Continuous integration (CI) is a practice that involves frequently integrating code changes into a shared repository, allowing teams to detect and resolve issues early. In the context of the scenario, where delays occur due to developers using individual repositories, CI would help by enabling regular integration of code, reducing conflicts, and streamlining the development process. This aligns with the ITIL 4 Specialist: Create, Deliver and Support guidance on optimizing value streams through effective planning and building practices.
The official ITIL 4 CDS study guide (Section 2.2.1) emphasizes that CI reduces delays by automating integration and testing, which is critical when managing service creation and changes. Other options like continuous delivery (B) and continuous deployment (C) are subsequent steps that build on CI, while continual improvement (D) is a broader practice not specifically addressing the repository issue.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.2.1 - Value Stream Optimization.
NEW QUESTION # 49
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 accurate and complete incident record, enabling subsequent trend analysis of incidents
- C. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
- D. An incident resolved within the target SLA time, enabling efficient use of service desk resources
Answer: C
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 # 50
An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?
- A. Algorithmic task
- B. Cooperation
- C. Servant leadership
- D. Heuristic task
Answer: D
Explanation:
This situation describes a heuristic task (D). The ITIL 4 Specialist: Create, Deliver and Support guide (Section
3.3.3) explains: "Heuristic tasks require creative problem-solving and judgment, often encountered in complex service restoration scenarios where predefined solutions are insufficient." The need for creativity in restoring the payment app fits this definition, contrasting with algorithmic tasks (C) that follow set procedures. Option A (cooperation) and B (servant leadership) are enablers but not the task type. The guide adds: "Heuristic tasks are common in incident and problem management, necessitating skilled intervention." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.3 - Task Types in Service Management.
NEW QUESTION # 51
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 # 52
What should an organization consider when deciding to retain or outsource specific IT services?
- A. Cultural barriers and associated risks
- B. Transfer of responsibility for highly tailored services
- C. Immediate staff reduction
- D. Short-term cost optimization
Answer: A
Explanation:
The organization should consider cultural barriers and associated risks (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.1.5) states: "Decisions to retain or outsource must account for cultural alignment, potential resistance, and risks such as knowledge loss or service disruption, which impact the service value system." This ensures long-term success, unlike option A (short-sighted), option C (disruptive), or option D (risky for tailored services). The guide adds: "A thorough risk assessment, including cultural factors, is critical for effective outsourcing strategies." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.5 - Outsourcing and Retention Decisions.
NEW QUESTION # 53
What is the goal of the 'shift-left' approach?
- A. Implementing Agile practices for continuous software development
- B. Automating repetitive processes using robots and AI
- C. Repositioning tasks to earlier stages in the process to boost workflow efficiency
- D. Integrating multiple suppliers in a value stream for effective service management
Answer: C
Explanation:
The goal of the 'shift-left' approach is repositioning tasks to earlier stages in the process to boost workflow efficiency (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.3.1) explicitly defines shift-left as a strategy to move activities, such as support or testing, closer to the point of origin-often to users or frontline teams-to reduce delays, improve response times, and enhance overall service delivery.
This approach leverages automation and self-service tools to empower users, thereby streamlining workflows and reducing the burden on higher-tier support teams. Option B focuses on automation alone, which is a supporting mechanism but not the core goal; option C relates to Agile methodologies, which are distinct from shift-left; and option D pertains to supplier integration, which is unrelated to this concept. The emphasis on efficiency is further supported by examples like self-service password resets, where tasks are shifted to users, aligning with ITIL's focus on value co-creation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach and Workflow Optimization.
NEW QUESTION # 54
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?
- A. Create one value stream for the entire set of support activities
- B. Create one value stream for each support team
- C. Create one value stream for every lifecycle phase of support requests
- D. Create separate value streams for practices, people, tools and suppliers
Answer: A
Explanation:
Creating one value stream for the entire set of support activitiesensures anend-to-end viewof how the service will be supported, promoting integration across all contributing teams.
NEW QUESTION # 55
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 # 56
A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?
- A. Ensure that solutions provided by suppliers are captured and shared in the support team
- B. Avoid transferring incidents to an external supplier as long as possible
- C. Ensure that errors in the software that caused incidents are fixed
- D. Ensure that solutions provided by the supplier are tested
Answer: A
Explanation:
The best way is to ensure that solutions provided by suppliers are captured and shared within the support team (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.4) recommends knowledge management as a key practice to reduce reliance on external suppliers by documenting and disseminating resolutions, thereby decreasing response times and costs for recurring incidents. This approach builds internal capability, minimizing delays from supplier coordination. Option A delays resolution; option C depends on supplier action beyond the manager's control; and option D, while beneficial, is a validation step that doesn't address knowledge retention. The guide underscores the importance of a knowledge base in incident management.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.4 - Knowledge Management in Incident Resolution.
NEW QUESTION # 57
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. Workforce planning and management
- B. Shift-left
- C. A continual improvement culture
- D. Working with a customer-oriented mindset
Answer: C
Explanation:
The organization should apply a continual improvement culture (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.4.1) defines this culture as one that fosters trust, encourages employee input, and ensures suggestions are acted upon through transparent processes, addressing the lack of trust and past neglect. This aligns with the service value system's focus on ongoing enhancement. Option A is customer-focused but not employee-centric; option B relates to task shifting; and option D addresses staffing, not cultural issues. The guide emphasizes leadership's role in building this culture.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.4.1 - Continual Improvement Culture.
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
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the number of supplier-related interruptions to a service
- B. Measuring and reporting the number of hours worked by service desk staff
- C. Measuring and reporting customer satisfaction with closed incidents
- D. Measuring and reporting the cost of providing a service to customers and users
Answer: C
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 # 60
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 it takes to provide environments for projects
- B. Designing a continuous integration/continuous delivery pipeline
- C. Reducing the time spent assessing and approving changes
- D. Minimizing handoffs between specialists within a development team
Answer: B
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 # 61
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 # 62
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 # 63
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 # 64
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 # 65
......
Instant Download ITIL-4-Specialist-Create-Deliver-and-Support Dumps Q&As Provide PDF&Test Engine: https://www.vcetorrent.com/ITIL-4-Specialist-Create-Deliver-and-Support-valid-vce-torrent.html
Fast Exam Updates ITIL-4-Specialist-Create-Deliver-and-Support dumps with PDF Test Engine Practice: https://drive.google.com/open?id=144X7oWZFEQsaGzMNCynMXMSh7cjyqKB_