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ITIL ITIL 4 Specialist Create Deliver and Support Exam
ITIL 4 Specialist Create, Deliver and Support (Page 3 )

Updated On: 7-Feb-2026
Page 3 of 16
PDF with 70 Questions

Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

  1. Robotic process automation
  2. Integration and data sharing
  3. Customer orientation
  4. ICI/CD

Answer(s): B



Which statement about collaboration is CORRECT?

  1. Collaboration focuses on the organization's goals
  2. Collaboration should be used instead of swarming or
  3. Collaboration can be enforced by aligning metrics between teams
  4. Collaboration is most useful for standardized work

Answer(s): A



When verifying that an incident has been resolved, which is an example of value as perceived by a user?

  1. An incident resolved within the target SLA time, enabling efficient use of service desk resources
  2. An accurate and complete incident record, enabling subsequent trend analysis of incidents
  3. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
  4. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article

Answer(s): C



A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

  1. Follow the predefined procedure for investigating web performance incidents
  2. Use swarming to involve people from multiple different teams in the investigation
  3. Escalate to the performance management team, who will then escalate to a different team if needed
  4. Declare a major incident and start the major incident management procedure

Answer(s): A



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?

  1. Release management
  2. Monitoring and event management
  3. Problem management
  4. Service desk

Answer(s): D



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