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PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Practice Exam Questions & Answers
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· Last reviewed: September 17, 2026
· Prepared & Reviewed by the ValidExamDumps Editorial Team
Exam Facts
PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Exam Details
Key details for this exam, checked against the published exam outline
73
Practice Questions (Our Bank)
90 minutes
Exam Duration
- 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
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
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A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?
Correct Answer:
C
Explanation
The service provider needs to handle uneven query flows while meeting agreed response times. Prioritizing queues using multiple criteria allows the team to process high-value or high-risk queries first, ensuring critical work gets done even when capacity fluctuates. This approach manages workload variability by focusing on what matters most rather than simply processing queries in received order. Other options like hiring extra staff or working overtime don't address the fundamental issue of uneven demand.
A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?
Correct Answer:
B
Explanation
Deployment management's role varies across different value streams. The best approach is to recognize that deployment management is essential whenever service components need to move to production, regardless of whether development or service teams own the practice. This clarifies the confusion by defining deployment management's purpose in terms of what it does, not which team controls it. Simply assigning ownership to one team or ignoring the practice would create gaps in value stream design.
A large organization is planning to integrate multiple systems into its existing IT infrastructure. What approach should the organization consider to achieve effective integration?
Correct Answer:
C
An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
Correct Answer:
B
Explanation
The service provider is experiencing resolution delays in specific situations involving changes, development teams, and external suppliers. The best approach is to review the entire incident resolution value stream to identify where handoffs, dependencies and coordination failures occur. This reveals systemic issues beyond individual incidents. Focusing only on incident management procedures or training individual teams misses the interdependencies causing delays. Understanding the full value stream allows the provider to redesign workflows and improve collaboration.
A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?
Correct Answer:
D
Explanation
Large queues of unresolved tickets indicate bottlenecks in the tiered support model where first-line staff lack expertise for complex issues. Swarming brings together people from multiple levels and specialties to resolve incidents collaboratively rather than passing tickets through sequential escalations. This reduces queue times and resolution duration by applying the right skills immediately. Hiring more first-line staff or creating additional support tiers would add cost without addressing the core workflow inefficiency.
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 questions from this domain above:
Q4Q5
Domain 3: Service Support
Gain expertise in the support functions and practices required to maintain and manage IT services effectively.
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.
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.
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.
