Latest ITIL-4-Specialist-Create-Deliver-and-Support Actual Free Exam Updated 74 Questions [Q12-Q29]

October 7, 2025October 7, 2025 examdumpsLatest ITIL-4-Specialist-Create-Deliver-and-Support Actual Free Exam Updated 74 Questions [Q12-Q29] 0 Comment

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Latest ITIL-4-Specialist-Create-Deliver-and-Support Actual Free Exam Updated 74 Questions

Online Questions – Valid Practice ITIL-4-Specialist-Create-Deliver-and-Support Exam Dumps Test Questions

NEW QUESTION 12
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?

Encourage informal teams across the organization

Incorporate the organization’s vision into the team culture

Promote a culture of learning and development

Hold regular meetings focusing on problem solutions

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 13
An organization prioritizes its work on a ‘last-in, first-out’ basis.
Which work item should be actioned NEXT?

An item logged yesterday at 09:00

An item logged yesterday at 11:00

An item logged today at 09:00

An item logged today at 11:00

In alast-in, first-outapproach, themost recently loggedwork item is actioned next, which is the item logged today at 11:00.

NEW QUESTION 14
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?

Recruit and train additional operations staff

Improve operations team training

Renegotiate service level targets

Review and automate filtering of operations data

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 15
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?

Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

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 16
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?

Create a standard change model for development changes and initiate as a service request

Increase the size of development changes to make them easier to handle and increase success

Create a change model for development changes that includes the use of safe-to-fail testing

Initiate development changes as emergency changes so that errors can be identified quickly

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 17
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?

Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties

Prioritize queues using a combination of criteria to maximize value and minimize risks

Increase capacity to process all queries without delays

Limit the number of incoming queries so they could be processed on time

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 18
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

Knowledge of how to log incidents and service requests

Commitment to continual improvement

Experience of financial management

Technical knowledge of the supported products

The most important additional requirement is commitment to continual improvement (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.1.2) identifies this as critical for a team lead to drive ongoing enhancements in service desk performance, aligning with ITIL’s continual improvement principle. This ensures the lead fosters a culture of progress, complementing the given skills. Option A is operational and basic; option C is less relevant for a lead role; and option D, while useful, is secondary to improvement focus. The guide underscores leadership in improvement initiatives.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.1.2 – Leadership in Service Desk Roles.

NEW QUESTION 19
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?

Consider how the service desk teams can be involved at an earlier stage in the creation of a service.

Identify the activities which could be improved by the use of automation

Understand which steps contribute least to the support of the service

Understand the situations in which incidents and service requests will be initiated

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 20
Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization’s product team?

Event surveys

Topic-based forums

Self-service portals

Social media

Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.

NEW QUESTION 21
Which statement about ‘service integration as a service’ isCORRECT?

The service integrator can be easily replaced by other vendors to leverage better pricing

The service integrator does not deliver any services to the organization

The service integrator provides services and manages other vendors

Multiple vendors provide the service integration and management function

Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.

NEW QUESTION 22
In which circumstances should an organization buy, rather than build, software?

The software is widely available and its features are standardized across most organizations

The organization is part of a regulated industry and has a strong focus on internal policies

The requirements of the organization are frequently changing because of rapid expansion

The consumers of the software have many and varied customization requirements

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 23
Which statement about collaboration is CORRECT?

Collaboration focuses on the organization’s goals

Collaboration should be used instead of swarming or

Collaboration can be enforced by aligning metrics between teams

Collaboration is most useful for standardized work

Collaborationis fundamentally aboutfocusing on the organization’s goals, ensuring that different teams and individuals work together toward shared outcomes.

NEW QUESTION 24
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?

Recruit additional operations staff

Improve operations team training

Renegotiate service level targets

Improve filtering of operations data

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 25
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?

Onshoring

Insourcing

Offshoring

Nearshoring

Nearshoringinvolves sourcing services from a supplier in anearby countrywithsimilar working hours, facilitating easier communication and collaboration.

NEW QUESTION 26
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?

Review the incident resolution targets

Review the incident resolution value stream

Review the change authorization procedures

Review the incident management process

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 27
Which of the following involves consideration of the skills and availability of both internal and external resources?

Build vs buy

Swarming

Triage prioritization

Shift-left approach

Build vs buyinvolves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.

NEW QUESTION 28
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?

Create one value stream for every lifecycle phase of support requests

Create one value stream for the entire set of support activities

Create one value stream for each support team

Create separate value streams for practices, people, tools and suppliers

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 29
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?

Close the least popular communication channels to reduce the complexity

Assign dedicated service desk agents to monitor each channel

Integrate all channels to support smooth switching between them for users and support agents

Allocate one most suitable channel to each customer type

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.

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