Questions for the ITIL 4 SPECIALIST CREATE DELIVER AND SUPPORT were updated on : Dec 01 ,2025
Which approach may help to improve incident resolution times by moving support activities from
specialist teams to frontline teams or users?
C
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?
B
A technology organization is undergoing a strategic expansion, targeting emerging markets. The
organization's current workforce has not had experience in dealing with the innovative products
which are part of the new markets. What is the BEST strategic approach that the organization should
adopt to resolve this situation?
B
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?
B
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?
B
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?
B
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?
B
In which circumstances should an organization buy, rather than build, software?
A
What should an organization consider when deciding to retain or outsource specific IT services?
B
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?
D
A small food retail chain was created twenty years ago. At that time, stock management and point of
sale (POS) software was developed and maintained by an internal IT team. Today the chain is using
commercial software available off-the-shelf for stock management and POS. What is this situation an
example of?
A
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?
D
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?
A
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?
B
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?
D