ITIL-4-Specialist-Create-Deliver-and-Support Free Exam Questions & Answers (Updated 2026)

Question No 1

An organization uses value streams to help them deliver consistent services, and they use ‘service integration and management’ to manage many different suppliers. How does ‘service integration and management’ work with the organization’s value streams?

Choose the Choices:

Service integration and management' is independent of the organization's value streams

Service integration and management' cannot be used in an organization that uses value streams

'Service integration and management' creates a separate value stream for each supplier

'Service integration and management' manages multiple suppliers in a single value stream

Question No 2

A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities. What is the minimum number of different value streams that they need, in order to manage this work?

Choose the Choices:

One value stream for resolving incidents, and a separate value stream for managing service requests

One value stream for the organization, and separate value streams for each supplier

One value stream for the organization, and separate value streams for each team

One value stream for all activity that arrives via the service desk

Question No 3

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?

Choose the Choices:

Question No 4

What approach can ensure testing happens earlier in the development lifecycle?

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Question No 5

Which statement about ‘service integration as a service’ is CORRECT?

Choose the Choices:

The service integrator can be easily replaced by other vendors to leverage better pricing

The service integrator does not deliver any services to the organization

The service integrator provides services and manages other vendors

Multiple vendors provide the service integration and management function

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