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[General] Quiz 2026 ITIL ITIL-4-Specialist-Create-Deliver-and-Support–The Best Exam Flashc

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【General】 Quiz 2026 ITIL ITIL-4-Specialist-Create-Deliver-and-Support–The Best Exam Flashc

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q35-Q40):NEW QUESTION # 35
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?
  • A. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
  • B. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
  • C. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
  • D. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
Answer: B
Explanation:
Increasing the priority of requeststhat have been waiting too long helpsprevent service level breachesand improves user satisfaction without undermining the triage approach for urgent tasks.

NEW QUESTION # 36
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
  • A. Information models
  • B. Advanced analytics
  • C. Artificial intelligence
  • D. ITSM software
Answer: C
Explanation:
Artificial intelligenceis commonly applied to process and interpret unstructured text, enabling tasks such as generating summaries, translations, and extracting meaningful insights.

NEW QUESTION # 37
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?
  • A. Adopt a design thinking approach based on customer and user feedback
  • B. Establish a team of expert developers to revise the initial design
  • C. Implement a global standard design
  • D. Focus on app performance and security features
Answer: A
Explanation:
The company should adopt a design thinking approach based on customer and user feedback (C). This method, as outlined in the ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.1.3), involves empathizing with users, defining problems, ideating solutions, prototyping, and testing, ensuring the app meets regional preferences while maintaining consistency. It also supports scalability and security by incorporating user needs into the design process. Option A focuses narrowly on technical aspects; option B ignores regional variations; and option D relies solely on expertise without a structured user-centric process.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.3 - Design Thinking in Service Creation.

NEW QUESTION # 38
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?
  • A. Workforce planning and management
  • B. Shift-left
  • C. A continual improvement culture
  • D. Working with a customer-oriented mindset
Answer: C
Explanation:
A continual improvement culturefosters an environment of openness, trust, and transparency, encouraging employees to suggest improvements and ensuring their ideas are valued and considered.

NEW QUESTION # 39
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
  • A. Continuous deployment
  • B. Continual improvement
  • C. Continuous integration
  • D. Continuous delivery
Answer: C
Explanation:
Continuous integration (CI) is a practice that involves frequently integrating code changes into a shared repository, allowing teams to detect and resolve issues early. In the context of the scenario, where delays occur due to developers using individual repositories, CI would help by enabling regular integration of code, reducing conflicts, and streamlining the development process. This aligns with the ITIL 4 Specialist: Create, Deliver and Support guidance on optimizing value streams through effective planning and building practices.
The official ITIL 4 CDS study guide (Section 2.2.1) emphasizes that CI reduces delays by automating integration and testing, which is critical when managing service creation and changes. Other options like continuous delivery (B) and continuous deployment (C) are subsequent steps that build on CI, while continual improvement (D) is a broader practice not specifically addressing the repository issue.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.2.1 - Value Stream Optimization.

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