ITIL® 4 SPECIALIST CREATE,
DELIVER AND SUPPORT EXAM
QUESTIONS & ANSWERS
Which TWO types of processes will benefit the MOST from using 'robotic process
automation'?
1. Highly complex processes
2. Predictive processes
3. Rules-based processes
4. High volume processes
A. 1and2
B. 2and3
C. 3and4
D. 1and4 - Correct Answers -C
An organization uses many different service providers. It has asked one of them to
provide services while managing and coordinating the others.
Which model does this situation describe?
A. Retained service integration
B. Single provider
C. Service guardian
D. Service integration as a service - Correct Answers -D
A service provider has SLAs for the services it provides to its customers. The customers
are happy with the service, however the service level targets for customer satisfaction
are not reliably met every month.
Which is the BEST approach to resolve this situation?
A. Conduct a marketing campaign to improve the image of the service
provider and its services
B. Invest in service improvements to increase customer satisfaction
C. Provide customers a report with the breakdown of the SLA results, so - Correct
Answers -D
, A development team in a financial organization needs to help create and deliver a
product that will be used by employees to ensure compliance with a new set of
regulatory controls.
What should they do FIRST?
A. Understand the project methodologies used in the organization
B. Review how the service desk will use knowledge management
C. Decide which tools will be used to store records of work
D. Assess the skills and competences of the relevant IT staff - Correct Answers -D
Which statement about 'information models' is CORRECT?
A. The level of detail recorded in 'information models' may vary
between different business areas of the organization
B. 'Information models' must be created using a standard structure and level of detail,
common across the organization's industry
C. Each technical specialist function in an organization is responsible for the creation
and maintenance of its own 'information model'
D. The 'information model' describes technology, but work pr - Correct Answers -A
An organization has made a review of the incidents it has logged during the last month.
The review shows that 20% of the incidents have been classified as 'user error'.
Which practice would help the organization to undertake a formal analysis and to
establish the actions or measures needed to achieve a permanent resolution?
A. Problem management
B. Knowledge management
C. Service desk
D. Monitoring and event management - Correct Answers -A
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
A. CI/CD
B. Integration and data sharing
C. Customer orientation
D. Employee satisfaction management - Correct Answers -D
An organization has decided it needs new software. It is deciding whether to develop
the software in-house or purchase it from a supplier.
Which is the BEST organizational context for the introduction of the swarming method?
DELIVER AND SUPPORT EXAM
QUESTIONS & ANSWERS
Which TWO types of processes will benefit the MOST from using 'robotic process
automation'?
1. Highly complex processes
2. Predictive processes
3. Rules-based processes
4. High volume processes
A. 1and2
B. 2and3
C. 3and4
D. 1and4 - Correct Answers -C
An organization uses many different service providers. It has asked one of them to
provide services while managing and coordinating the others.
Which model does this situation describe?
A. Retained service integration
B. Single provider
C. Service guardian
D. Service integration as a service - Correct Answers -D
A service provider has SLAs for the services it provides to its customers. The customers
are happy with the service, however the service level targets for customer satisfaction
are not reliably met every month.
Which is the BEST approach to resolve this situation?
A. Conduct a marketing campaign to improve the image of the service
provider and its services
B. Invest in service improvements to increase customer satisfaction
C. Provide customers a report with the breakdown of the SLA results, so - Correct
Answers -D
, A development team in a financial organization needs to help create and deliver a
product that will be used by employees to ensure compliance with a new set of
regulatory controls.
What should they do FIRST?
A. Understand the project methodologies used in the organization
B. Review how the service desk will use knowledge management
C. Decide which tools will be used to store records of work
D. Assess the skills and competences of the relevant IT staff - Correct Answers -D
Which statement about 'information models' is CORRECT?
A. The level of detail recorded in 'information models' may vary
between different business areas of the organization
B. 'Information models' must be created using a standard structure and level of detail,
common across the organization's industry
C. Each technical specialist function in an organization is responsible for the creation
and maintenance of its own 'information model'
D. The 'information model' describes technology, but work pr - Correct Answers -A
An organization has made a review of the incidents it has logged during the last month.
The review shows that 20% of the incidents have been classified as 'user error'.
Which practice would help the organization to undertake a formal analysis and to
establish the actions or measures needed to achieve a permanent resolution?
A. Problem management
B. Knowledge management
C. Service desk
D. Monitoring and event management - Correct Answers -A
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
A. CI/CD
B. Integration and data sharing
C. Customer orientation
D. Employee satisfaction management - Correct Answers -D
An organization has decided it needs new software. It is deciding whether to develop
the software in-house or purchase it from a supplier.
Which is the BEST organizational context for the introduction of the swarming method?
