[Dec 08, 2025] Prepare For The ITIL-4-Specialist-Create-Deliver-and-Support Question Papers In Advance
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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:
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NEW QUESTION # 26
Which is an example of using a 'shift-left' approach to optimize password resets?
- A. Automatically assign a high priority to password reset requests to resolve them faster
- B. Train service desk agents to categorize password resets as service requests
- C. Encourage users to remember or safely record their passwords to reduce the number of password resets
- D. Allow users to reset their own passwords using an automated tool
Answer: D
Explanation:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.
NEW QUESTION # 27
Which of the following involves consideration of the skills and availability of both internal and external resources?
- A. Shift-left approach
- B. Build vs buy
- C. Triage prioritization
- D. Swarming
Answer: B
Explanation:
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
Which is an example of using a 'shift-left' approach to optimize password resets?
- A. Automatically assign a high priority to password reset requests to resolve them faster
- B. Train service desk agents to categorize password resets as service requests
- C. Encourage users to remember or safely record their passwords to reduce the number of password resets
- D. Allow users to reset their own passwords using an automated tool
Answer: D
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 prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?
- A. An item logged yesterday at 11:00
- B. An item logged yesterday at 09:00
- C. An item logged today at 09:00
- D. An item logged today at 11:00
Answer: D
Explanation:
In alast-in, first-outapproach, themost recently loggedwork item is actioned next, which is the item logged today at 11:00.
NEW QUESTION # 30
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?
- A. Social media
- B. Topic-based forums
- C. Self-service portals
- D. Event surveys
Answer: B
Explanation:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.
NEW QUESTION # 31
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. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
- D. Stop recording requests during exceptionally busy times
Answer: C
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 # 32
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. Knowledge management
- B. Service desk
- C. Service level management
- D. Service validation and testing
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 # 33
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. Outsourcing
- C. Results-based measurement
- D. Advanced analytics
Answer: A
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 # 34
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 resolution targets
- B. Review the change authorization procedures
- C. Review the incident resolution value stream
- D. Review the incident management process
Answer: C
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 # 35
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 errors in the software that caused incidents are fixed
- B. Avoid transferring incidents to an external supplier as long as possible
- C. Ensure that solutions provided by suppliers are captured and shared in the support team
- D. Ensure that solutions provided by the supplier are tested
Answer: C
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 # 36
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. Focus testing solely on user experience and delegate it to operational teams
- B. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- C. Delegate to the vendor testing of the terminals and the card payment system
- D. Include user experience and perception in the scope of testing and involve multiple teams
Answer: D
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 # 37
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?
- A. Social media
- B. Topic-based forums
- C. Self-service portals
- D. Event surveys
Answer: B
Explanation:
Topic-based forumsenable structuredtwo-way communicationbetween users and the product team, allowing users to ask questions and provide feedback directly.
NEW QUESTION # 38
Which is a reason why an organization should create competency profiles for each role?
- A. To plan to fill all the mandatory ITIL roles
- B. To ensure that IT specialists have pi-shaped skill profiles
- C. To plan the professional development of team members
- D. To ensure that technical skills are included in each profile
Answer: C
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 # 39
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. Integration
- C. Unit
- D. System
Answer: B
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 # 40
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. Integration and data sharing
- B. ICI/CD
- C. Robotic process automation
- D. Customer orientation
Answer: A
Explanation:
Integration and data sharingfocus onaligning and unifying multiple systemsto ensure smooth, cohesive service design and delivery.
NEW QUESTION # 41
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