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Exam Code: ITIL-4-Specialist-Create-Deliver-and-Support Vendor: ITIL Name: ITIL 4 Specialist: Create, Deliver and SupportExam 73 Q&A with Explanation Last Update: Jun 11, 2026
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ITIL-4-Specialist-Create-Deliver-and-Support Q&A's Detail

Exam Code:
ITIL-4-Specialist-Create-Deliver-and-Support
Total Questions:
73 Q&A's
Single Choice Questions:
73 Q&A's

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

Question 1

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?

Options:

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

Question 2

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.

Which is the BEST action this team can take to address leadership’s concern?

Options:

A.

Determine where work is sitting in queues

B.

Introduce additional sources of demand

C.

Compare the map to actual activities

D.

Automate repeatable work activities

Question 3

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?

Options:

A.

Release management

B.

Monitoring and event management

C.

Problem management

D.

Service desk

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