20+ practice questions focused on Create, Deliver and Support — one of the most tested topics on the ITIL 4 Specialist: Create, Deliver and Support exam. Each question includes a detailed explanation so you learn why the right answer is correct.
Start Create, Deliver and Support PracticeA service provider is evaluating their 'Work Management' practices to improve team collaboration and flow. Which TWO of the following statements accurately reflect the ITIL 4 guidance on effective work management?
Explanation: Effective work management in ITIL 4 focuses on creating transparency, managing flow, and reducing work-in-progress. By prioritizing tasks and visualizing the workflow, teams can identify bottlenecks and optimize the delivery of value. These practices are critical for cross-functional collaboration and ensuring that work is aligned with organizational goals, ultimately fostering a culture of continuous improvement and responsiveness within the Value Stream.
Refer to the exhibit. Which ITIL 4 CDS practice governance requirement is most clearly represented in this JSON configuration?
Explanation: The configuration enforces 'peer review' and 'testing' before deployment, which are critical components of Change Enablement. In ITIL 4, governing changes requires ensuring that the appropriate levels of oversight and validation are applied to manage risk. This configuration ensures that no change enters production without verification, thereby upholding the balance between delivery speed and operational stability.
Refer to the exhibit. Based on the CDS 'Incident Management' practices, what is the most likely cause of the SLA violation for Ticket #452?
Explanation: The incident log shows that the ticket remained unassigned for 20 minutes, exceeding the 15-minute SLA target. Even with a 24/7 support policy, the lack of an assignment or automated queuing mechanism caused the delay. This highlights a failure in the workflow integration between the incident management practice and the support team's operational readiness, demonstrating that policy alone does not guarantee performance.
Which TWO statements accurately describe the role of 'Swarming' in ITIL 4 CDS Incident Management?
Explanation: Swarming replaces the traditional hierarchical escalation model by gathering subject matter experts immediately when an incident occurs. This cross-functional approach reduces mean time to resolve by leveraging collective knowledge rather than waiting for linear hand-offs. It is a critical practice for complex incidents where deep collaboration is required to restore service, fostering a collaborative culture and preventing knowledge silos that often plague traditional support structures.
Refer to the exhibit. Given the diagnostic logs provided, which ITIL 4 CDS practice should be updated to ensure future efficiency in handling this recurring middleware issue?
Explanation: The exhibit identifies a specific, repeatable failure pattern. Updating the Knowledge Management practice allows support teams to document the fix and, crucially, allows for the creation of 'known errors.' This proactive documentation empowers Service Desk agents to resolve the issue without waiting for expert intervention, effectively reducing the impact of the error and demonstrating how ITIL 4 practices evolve through captured experience and structured learning.
+15 more Create, Deliver and Support questions available
Practice all Create, Deliver and Support questions1. Baseline your knowledge
Start with 10 questions to gauge your current understanding of Create, Deliver and Support. This tells you whether you need a concept refresher or just practice.
2. Review every explanation
For each question — right or wrong — read the full explanation. Understanding why an answer is correct is more valuable than knowing the answer itself.
3. Focus on exam traps
Create, Deliver and Support questions on the ITIL4-CDS frequently use trap wording. Look for subtle differences in answers that test your precision, not just general knowledge.
4. Reach 80% consistently
Do repeated sessions until you score 80%+ three times in a row. Then move to mixed-mode practice to test cross-topic recall under realistic conditions.
The exact number varies per candidate. Create, Deliver and Support is tested as part of the ITIL 4 Specialist: Create, Deliver and Support blueprint. Practicing with targeted Create, Deliver and Support questions ensures you can handle any format or difficulty that appears.
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Difficulty is subjective, but Create, Deliver and Support is a high-priority exam concept tested in multiple ways — direct recall, scenario analysis, and command-output interpretation. Consistent practice is the best way to build confidence.
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