PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Practice Exam Questions & Answers

7 Free Questions Last reviewed October 31, 2026 Prepared & Reviewed by the ValidExamDumps Editorial Team

73 Practice Questions (Our Bank)
90 minutes Exam Duration
Exam Facts

PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Exam Details

Key details for this exam, checked against the published exam outline

Exam Code
ITIL-4-Specialist-Create-Deliver-and-Support
Full Name
ITIL 4 Specialist: Create, Deliver and Support
Issuing Body
PeopleCert
Question Format (Our Bank)
Multiple Choice
Full Question Set
73 questions Get All Questions
Practice Questions

Free ITIL-4-Specialist-Create-Deliver-and-Support Practice Questions

Each question shows the correct answer and an explanation of why it is right

VA
ValidExamDumps Editorial Team Every question and its answer is checked by our ITIL-4-Specialist-Create-Deliver-and-Support exam preparation team, who also write the explanation shown with each one. How we research and review these pages

Question 1 Domain 4 Service Performance Metrics

A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

Correct Answer B
Explanation The service provider faces uneven demand patterns and needs to manage queues effectively. Prioritizing queries using multiple criteria ensures high-value work and high-risk issues get handled first, which balances resource utilization across peaks and troughs. Other approaches like adding staff or implementing automation might be too costly or impractical for variable demand. Prioritization directly addresses the core problem of timely processing when capacity fluctuates.

Question 2 Domain 1 Service Design and Development

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

Correct Answer B
Explanation Build vs buy decisions require careful assessment of internal and external resources. You must consider whether your team has the skills and capacity to build something, or whether external vendors have available resources and expertise. This evaluation forms the foundation of the decision. Cost comparisons or vendor selection come later in the process.

Question 3 Domain 1 Service Design and Development

An organization has found that a significant amount of rework is required because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

Correct Answer B
Explanation When software is widely available with standardized features, buying makes sense because the product is mature and already proven across many organizations. Your specific needs likely match what exists in the market. Building custom software when standardized solutions already exist wastes time and money. Buying reduces development risk and gets you to value faster.

Get the complete ITIL-4-Specialist-Create-Deliver-and-Support question set $20$40

Get Full Access

Question 4 Domain 2 Service Delivery

A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

Correct Answer B
Explanation The value stream shows the flow but misses where work accumulates and stalls. Queues cause most delays in incident resolution, not the active work steps. By identifying queue locations and their causes, the team can remove bottlenecks and speed resolution times. The monitoring tool start point and service restoration end point are correct, but the analysis is incomplete without queue visibility.

Question 5 Domain 3 Service Support

An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.

Which approach should the organization follow when creating a value stream to support the new service?

Correct Answer B
Explanation Swarming brings multiple team members together to resolve problems collectively rather than handing tickets up a chain. This approach means knowledge stays visible, information gets validated immediately, and people see how issues are actually resolved. The team learns from each resolution and reduces repeat incidents. Other methods might involve more process steps that add delay instead of removing handoffs.

Question 6 Domain 9 ITIL 4 Principles

Which statement about 'service integration as a service' isCORRECT?

Correct Answer C

Question 7 Domain 8 Customer and User Experience

Which is a reason why an organization should create competency profiles for each role?

Correct Answer A
Study Guide

What the PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Exam Covers

Exam domains verified against the Official PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support exam guide, last checked October 2026.

Domain 1 Service Design and Development

Learn how to design and develop services that meet customer needs and fulfill business objectives. Acquire the skills needed to define requirements, design components and ensure service quality.

Sample questions from this domain above Q2Q3

Domain 2 Service Delivery

Understand the processes and activities of delivering high-quality IT services, including service transition and operation.

Sample question from this domain above Q4

Domain 3 Service Support

Gain expertise in the support functions and practices required to maintain and manage IT services effectively.

Sample question from this domain above Q5

Domain 4 Service Performance Metrics

Identify and measure Key Performance Indicators and other metrics to assess the performance and effectiveness of IT services.

Sample question from this domain above Q1

Domain 5 Service Automation and Technology

Discover the role of automation and technology in service creation, delivery and support.

Domain 6 Culture and Collaboration

Learn how to foster a service-oriented culture within your organisation and promote collaboration between teams and departments to deliver successful projects.

Domain 7 Continuous Improvement

Continuous improvement is the ITIL framework's main area of focus. Discover how to leverage data and feedback to improve services, processes and practices.

Domain 8 Customer and User Experience

Align services with customer expectations to deliver exceptional customer experiences and address needs promptly and efficiently.

Sample question from this domain above Q7

Domain 9 ITIL 4 Principles

Apply ITIL 4's guiding principles (Focus on Value, Start Where You Are, and Optimise and Automate) to boost efficiency.

Sample question from this domain above Q6

FAQ

ITIL-4-Specialist-Create-Deliver-and-Support Exam FAQ

Common questions about the exam itself

What background do I need before attempting the ITIL 4 Specialist: Create, Deliver and Support exam?
PeopleCert does not publish formal prerequisites for this exam, though most candidates hold the ITIL 4 Foundation certificate first. The exam assumes knowledge of ITIL 4 principles and service management practices at a foundation level.
How long should I study to prepare for the ITIL 4 Specialist: Create, Deliver and Support exam?
Most candidates spend four to eight weeks preparing, depending on their existing ITIL knowledge and experience. The exam covers nine objective areas in depth, so dedicated study of the Create, Deliver and Support lifecycle is essential.
What is the passing score for ITIL 4 Specialist: Create, Deliver and Support?
PeopleCert has not published the specific passing score for this exam on their public pages. Contact PeopleCert directly or your training provider to confirm the exact passing threshold.
How does ITIL 4 Specialist: Create, Deliver and Support relate to the other ITIL 4 Specialist exams?
This is one of four ITIL 4 Specialist certifications. The others cover Direct, Plan and Improve, and Drive Stakeholder Value. You can take any of them after ITIL 4 Foundation, but this one specifically focuses on the service creation, delivery and support practices.
Can I retake the ITIL 4 Specialist: Create, Deliver and Support exam if I fail?
PeopleCert permits retakes, but you must wait a set period between attempts and pay the exam fee again. Check your exam confirmation or contact PeopleCert for the exact retake waiting period.
How long is the ITIL 4 Specialist: Create, Deliver and Support certification valid?
PeopleCert has not published the validity period for this specialist certification on their public exam page. Confirm the validity term with PeopleCert or your authorized training partner before booking.
What languages is the ITIL 4 Specialist: Create, Deliver and Support exam available in?
The available languages are not listed on the public exam page. Contact PeopleCert directly to find out which languages they offer for this specific exam.
Which ITIL objective area is the hardest part of the Create, Deliver and Support exam?
Service Automation and Technology and Service Performance Metrics are often the most challenging areas because they require practical understanding of how to implement and measure service improvements. Spend extra time on real-world case studies and metric definition in these domains.
What does the exam day involve for ITIL 4 Specialist: Create, Deliver and Support?
You have 90 minutes to answer 40 questions. PeopleCert has not published whether this is online-proctored or at a test centre, so confirm the delivery method when you register.
What job roles benefit from the ITIL 4 Specialist: Create, Deliver and Support certification?
Service managers, service designers, delivery leads and support managers typically pursue this certification to deepen their knowledge of the service lifecycle. It is also valuable for IT professionals moving toward strategic service roles.

Other PeopleCert Exams

Free practice questions for more PeopleCert certification exams

ITIL-4-BRM Practice Questions ITIL 4 Specialist: Business Relationship Management ITIL-4-DITS Practice Questions ITIL 4 Leader: Digital & IT Strategy ITIL-4-Foundation Practice Questions ITIL 4 Foundation ITIL-4-Practitioner-Deployment-Management Practice Questions ITIL 4 Practitioner: Deployment Management ITIL-4-Practitioner-Release-Management Practice Questions ITIL 4 Practitioner: Release Management ITIL-4-Specialist-High-velocity-IT Practice Questions ITIL 4 Specialist: High-velocity IT Exam ITIL-4-Specialist-Monitor-Support-Fulfil Practice Questions ITIL 4 Specialist: Monitor, Support, Fulfil Exam ITIL-5-Foundation Practice Questions ITIL Foundation (Version 5)

All PeopleCert exams