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ITIL 4 Specialist: Create, Deliver and SupportExam Question and Answers

ITIL 4 Specialist: Create, Deliver and SupportExam

Last Update Oct 2, 2025
Total Questions : 73

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Questions 1

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?

Options:

A.  

Results-based measurement

B.  

Advanced analytics

C.  

Outsourcing

D.  

Swarming

Discussion 0
Questions 2

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?

Options:

A.  

Close the least popular communication channels to reduce the complexity

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.  

Allocate one most suitable channel to each customer type

Discussion 0
Questions 3

An international e-commerce company is planning to launch a new mobile shopping application. During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

Options:

A.  

Focus on app performance and security features

B.  

Implement a global standard design

C.  

Adopt a design thinking approach based on customer and user feedback

D.  

Establish a team of expert developers to revise the initial design

Discussion 0
Questions 4

A healthcare organization is implementing data analytics to analyze patient data. Why is data analytics important in this context?

Options:

A.  

To prioritize and resolve requests for patient data

B.  

To improve decision-making based on patient data analysis

C.  

To understand the relationships between patient data and the healthcare’s business services

D.  

To highlight bottlenecks in the organization’s workflows when collecting patient data

Discussion 0
Questions 5

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?

Options:

A.  

One value stream for resolving incidents, and a separate value stream for managing service requests

B.  

One value stream for the organization, and separate value streams for each supplier

C.  

One value stream for the organization, and separate value streams for each team

D.  

One value stream for all activity that arrives via the service desk

Discussion 0
Questions 6

A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

Options:

A.  

Define and promote a uniform corporate culture across all teams

B.  

Ensure that diverse team cultures are aligned with the company’s values

C.  

Encourage cultural diversity without boundaries or constraints

D.  

Ensure that corporate culture fits into the cultural context of the teams

Discussion 0
Questions 7

Which is a reason why an organization should create competency profiles for each role?

Options:

A.  

To plan the professional development of team members

B.  

To ensure that IT specialists have pi-shaped skill profiles

C.  

To ensure that technical skills are included in each profile

D.  

To plan to fill all the mandatory ITIL roles

Discussion 0
Questions 8

A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

Options:

A.  

Implement the continual improvement model for all teams to follow

B.  

Use value stream mapping to analyze and optimize end-to-end workflows

C.  

Use automation to optimize service value streams

D.  

Implement Agile methods to improve software development

Discussion 0
Questions 9

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?

Options:

A.  

Cooperation

B.  

Servant leadership

C.  

Algorithmic task

D.  

Heuristic task

Discussion 0
Questions 10

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?

Options:

A.  

Continuous integration

B.  

Continuous delivery

C.  

Continuous deployment

D.  

Change enablement

Discussion 0
Questions 11

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

Options:

A.  

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

B.  

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

C.  

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

D.  

The consumers of the software have many and varied customization requirements

Discussion 0
Questions 12

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?

Options:

A.  

Recruit additional operations staff

B.  

Improve operations team training

C.  

Renegotiate service level targets

D.  

Improve filtering of operations data

Discussion 0
Questions 13

What is the goal of the ‘shift-left’ approach?

Options:

A.  

Repositioning tasks to earlier stages in the process to boost workflow efficiency

B.  

Automating repetitive processes using robots and AI

C.  

Implementing Agile practices for continuous software development

D.  

Integrating multiple suppliers in a value stream for effective service management

Discussion 0
Questions 14

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?

Options:

A.  

Create one value stream for every lifecycle phase of support requests

B.  

Create one value stream for the entire set of support activities

C.  

Create one value stream for each support team

D.  

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

Discussion 0
Questions 15

What approach can ensure testing happens earlier in the development lifecycle?

Options:

A.  

Service integration and management

B.  

Managing work as tickets

C.  

Shift-left

D.  

Robotic process automation

Discussion 0
Questions 16

A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

Options:

A.  

Think and work holistically

B.  

Progress iteratively with feedback

C.  

Focus on value

D.  

Optimize and automate

Discussion 0
Questions 17

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

Options:

A.  

Use value stream mapping to help understand the end-to-end flow of user support

B.  

Encourage teams to collaborate so they can focus on value for users

C.  

Improve the integration of tools to ensure there are no gaps between processes

D.  

Review skills and competencies of user support staff to ensure they have the required capability

Discussion 0
Questions 18

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?

Options:

A.  

Reducing the time spent assessing and approving changes

B.  

Designing a continuous integration/continuous delivery pipeline

C.  

Reducing the time it takes to provide environments for projects

D.  

Minimizing handoffs between specialists within a development team

Discussion 0
Questions 19

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?

Options:

A.  

Inspiration and empathy

B.  

Ideation

C.  

Implementation

D.  

Prototyping

Discussion 0
Questions 20

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?

Options:

A.  

Recruit and train additional operations staff

B.  

Improve operations team training

C.  

Renegotiate service level targets

D.  

Review and automate filtering of operations data

Discussion 0
Questions 21

Which statement about collaboration is CORRECT?

Options:

A.  

Collaboration focuses on the organization's goals

B.  

Collaboration should be used instead of swarming or

C.  

Collaboration can be enforced by aligning metrics between teams

D.  

Collaboration is most useful for standardized work

Discussion 0