ITIL CDS Question Paper

ITIL® 4 Specialist
Create, Deliver and Support

ExamID: 2006138
Form
Multiple Choice
Instructions
1. You should attempt all 40 questions. Each question is worth one mark.
2. There is only one correct answer per question.
3. You need to answer 28 questions correctly to pass the exam.
4. Mark your answers on the answer sheet provided. Use a pencil (NOT pen).
5. You have 90 minutes to complete this exam.
6. This is a ‘closed book’ exam. No material other than the exam paper is allowed.
Candidate Number:…….…….…….……………..
©AXELOS Limited 2019.

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© AXELOS Limited 2019. All rights reserved. Form ID: 2006138

Reproduction of this material requires the permission of AXELOS Limited
Page 2 of 20
1. 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. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
2. 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
3. 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 that the customers understand them better
D. Review the SLA targets with customers to ensure they reflect the
customer expectations for the services
Page 3 of 20
4. 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
5. 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 practices

are documented separately based on the details in the 'information
model'
6. 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

Page 4 of 20
7. 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
8. An organization has decided it needs new software. It is deciding

whether to develop the software in-house or purchase it from a
supplier.
A. Build vs buy
B. Managing work as tickets
C. Service integration and management
D. Prioritizing work
9. An organization sells its products online via a website. The website is

maintained by an internal development team, with occasional
assistance from a supplier. The organization experiences many
incidents related to its website.
What should the prioritization of incidents be based on?
A. The availability of the development team's supplier to resolve the

incidents
B. The impact on the organization's ability to sell its products
C. The preference of the person or team raising the incident
D. The order in which the development team is notified of the incidents

Page 5 of 20
10. An IT organization is looking to share knowledge by highlighting
success stories across the organization. These stories highlight how
individuals and teams overcame challenges in complex and technically
challenging situations.
Which method would be BEST for sharing this knowledge?
A. Internal presentations, coaching, and brainstorming workshops
B. Creating articles in the knowledge repository describing a detailed

set of procedures to overcome each challenge
C. Combining knowledge articles from important tool vendors and

suppliers in the organization’s knowledge repository
D. Asking staff to attend additional technical training, which can be

used by individuals to create their own procedures
11. An organization is planning a large organizational transformation to

prepare for next year. It is important to ensure that during the change
and after it is complete, the organization has optimal workforce
capacity and expertise.
Which is the BEST approach for the workforce planning?
A. The workforce planning should identify the roles and associated

knowledge that keep the organization functioning during and after
the transformation
B. The workforce planning should be postponed until the

transformation is finished, and then identify the roles and
associated knowledge that will keep the organization functioning
C. The workforce planning should be focused on identifying the roles

and competencies that are needed, until the transformation starts
D. The workforce planning should identify the need for the workforce
capacity to get the transformation done; skills and competencies
are less important at the time of change

Page 6 of 20
12. An organization would like to introduce a results-based approach to
measurement and reporting for the team responsible for maintaining
the website.
Which of the proposed metrics is the BEST example of a results-based

approach?
A. The average time taken to approve or reject change requests for

the website
B. The team's average response time to assigned incidents
C. The average number of work hours per week reported by the team
D. The availability of the website during the agreed service hours
13. An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?
A. Understanding how infrastructure and application suppliers are

involved in the end-to-end value chain for the support of services
B. Conducting customer and user satisfaction surveys to gather

feedback on how customers and users perceive the support of IT
services
C. Asking for feedback from the internal technical teams to ensure

they are able to deliver against the support requirements
D. Contacting the organization's ITSM software tool provider to learn

about software updates which might improve the support of the
services

Page 7 of 20
14. The users of a service contact a call centre via phone when they
require assistance. Recently, user satisfaction has significantly reduced
because of long waiting times experienced by users before they can
speak to someone. The management of the service provider are
looking at ways to reduce the queue.
Which approach would be MOST LIKELY to meet this objective?
A. Measuring employee wellbeing to ensure that organizational

outcomes are being met without damaging the health of the
workforce
B. Implement a new training programme for employees to enable more

of them to have a 'T-shaped' or 'pi-shaped' skills profile
C. Using a call distribution solution to automatically direct calls to the

first available call centre agent instead of waiting for agents to
select the next call
D. Creating operating models to improve collaboration across multiple

teams so that users' calls are resolved as quickly as possible
15. A service support agent adjusts support actions following a call from a
frustrated user.
Which concept is demonstrated by this behaviour?
A. Team culture
B. Employee satisfaction management
D. Positive communication
16. Which type of technology offers organizations the ability to manage

service assets and to audit the delivery of work?
A. Integrated service management toolsets
B. Machine learning
C. Integration and data sharing
D. Information models

Page 8 of 20
17. A user working within the finance department of a small accounting is
experiencing difficulties when compiling end of month reports. The user
communicates these difficulties to their internal service provider.
Which practice should the user engage with FIRST?
A. Service desk
B. Service request management
C. Incident management
D. Service level management
18. An organization is moving from a process-based approach to a value-

stream based approach for supporting a service.
Which of these activities should they do FIRST?
A. Define service level targets for incident management and service

request management
B. Define the value that will be delivered in terms of outcomes

supported and costs and risks managed
C. Define the service desk structure that will be used
D. Identify the main stakeholders who will be involved
19. An organization has launched a new service and has mistakenly

assumed that the service desk staff are aware of the change and are
ready to support the new service.
What would have helped to avoid this situation?
A. A collaborative culture
B. Integrated service management toolsets
C. CI/CD
D. Customer orientation

Page 9 of 20
20. Which is an example of using a 'shift-left' approach to optimize
password resets?
A. Allow users to reset their own passwords using an automated tool
B. Escalate password resets to the access management team as a

low-priority task
C. Assign the highest priority to password reset requests to resolve

them faster
D. Encourage users to remember or safely record their passwords to

reduce the number of password resets
21. An organization often experiences difficulties in production during the

first few weeks of major application launches. This causes a decrease
in the value delivered to customers because the services often have
reduced availability and poor support during this period. The
organization has decided to create teams of developers and
operational staff to help improve the launches. This should also reduce
the chance of any early decreases in performance.
Which practice includes this activity?
A. Release management
B. Monitoring and event management
C. Deployment management
D. Service validation and testing

Page 10 of 20
22. An organization has failed to meet its targets for incident resolution
times. Service desk analysts and incident resolution teams report that
they do not have enough information about related open and
closed incidents when diagnosing and resolving incidents.
How would the 'incident management' practice help to resolve this

situation?
A. Be analyzing historic incident data to identify incident trends
B. By providing a mechanism to match open incidents with historic

incidents, known errors and workarounds
C. By monitoring services to identify events and potential problems

before users are affected
D. My publishing a change schedule to help identify causes of

incidents
23. Which concept considers barriers that prevent new suppliers from
emerging?
A. Prioritization
B. The organizational structure
C. The sourcing strategy
D. An information model
24. An organization is changing its approach to creating new services. To

make it a more collaborative and user-focused approach it has decided
that one of its key priorities will be to understand how the service might
be used.
Which step in design thinking would MOST contribute to this?
A. Ideate
B. Test
C. Empathize
D. Define

Page 11 of 20
25. A software development team has changed an application and installed
the new version in the production environment. Later they will work with
the sales and marketing departments to decide how to communicate
about this application.
Which practice includes the activity they have already completed?
A. Software development and management
B. Release management
C. Service validation and testing
D. Deployment management
26. Which is the BEST organizational context for the introduction of the
swarming method?
A. An organization is focused on measuring unit costs of work, and

needs to understand the costs allocated to each support team to
improve efficiency
B. An organization likes to measure and evaluate the contributions of

individual employees to encourage accountability for actions
C. An organization relies on the efforts of a few individuals who work

beyond their contracted duties and have strong opinions on how
work should be done
D. An organization has a matrix structure, with cross-functional

reporting lines and employees with multiple skill sets
27. An organization is compiling information about how a new service will

be used. It is considering how each set of stakeholders will experience
the service. In the past, the suppliers have been unreliable, so the
organization wants to identify the main risks and dependencies for the
introduction of the service.
A. An agile approach
B. Shift left
C. Value stream mapping
D. Workforce planning
Page 12 of 20
28. An organization has introduced targets to increase the productivity of
employees and to improve regulatory compliance.
When prioritizing incidents, which type of techniques should be used?
A. Techniques based on resource availability or quality
B. Techniques based on economic or financial factors
C. Techniques based on age of work items
D. Techniques based on source or type of demand
29. An organization has been experiencing problems with the version

control of its applications. It has decided to establish a more formal
approach to storing and managing software, and to invest in better
tools to manage the repositories and package creation.
Which practice includes these activities within its scope?
A. Release management
B. Software development and management
C. Service design
D. Service validation and testing
30. Which concept is PRIMARILY concerned with the dynamics of groups

of people working together and their commitment to interacting with
each other to achieve shared goals?
A. Employee satisfaction measurement
B. Organizational structure
D. Team culture

Page 13 of 20
31. An organization wants support for an application to be delivered by a
third party. It is important that the third party has the same language
and culture as the users.
Which sourcing option should be used?
A. Insourcing
B. Offshoring
C. Onshoring
D. Nearshoring
32. What is a benefit of 'shift-left'?
A. An improvement in the analysis of data that is difficult for humans to

process
B. The ability to predict the future state of a metric or situation
C. A reduction in the cost of managing incidents
D. The enforcement of processes that facilitate the co-creation of

value
33. Which is a benefit of data analytics?
A. An improvement in the consistency, reliability, predictability, and

cost-efficiency of processes
B. An increase in the speed of delivery through the optimization of the

flow from development to production
C. The ability to align the interfaces in a supply chain and to manage

suppliers more effectively
D. The ability to make informed business decisions and to prove or

disprove hypotheses

Page 14 of 20
34. An organization has been experiencing a large volume of complaints
from customers regarding the speed of service when they contact the
service desk team by phone. The customers often comment that the
service desk agents are spending a lot of time capturing information for
tickets.
Which concept or approach would help to address this situation?
A. Managing work as tickets
B. Swarming
C. Integration and data sharing
D. Workforce planning and management
35. Which concept is PRIMARILY concerned with multiple teams moving

to a cross-functional way of working?
A. Organizational structure
B. Employee satisfaction measurement
D. The value of positive communications
36. An organization has struggled to implement an effective continual

improvement culture. Improvement activities are implemented when
they are needed, and some teams are more committed to continual
improvement than others.
Which is the BEST example of how the organization could improve its
continual improvement culture?
A. Create a system in which all IT staff are able to log and track their
improvement ideas
B. Arrange for senior managers to have frequent meetings to work on

improvement activities
C. Focus improvement activities on products and services that are

critical for the business
D. Enable stakeholders, including staff, to experiment with new ideas

without fear of criticism

Page 15 of 20
37. A software development team is planning to develop new applications
and services. They will need contributions from various practices to
achieve this.
How should these practices be combined?
A. Each practice should define the outputs it will produce and the
required inputs it needs to succeed
B. A value stream should be designed to include activities from all

practices that are needed
C. Practices should operate as suppliers to each other, using guidance

from the 'supplier management' practice
D. The software development manager should define requirements for

all practices and ensure that they contribute to the overall service
38. What is MOST LIKELY to happen when using a 'shift left' approach in
a software development lifecycle?
A. The cost of developing software increases
B. Defects are more easily found in production
C. Testing occurs earlier in the development cycle
D. Support is escalated directly to specialized technical teams

Page 16 of 20
39. An IT department is able to rapidly develop services that meet
functional requirements. However, the overall satisfaction with these
services is low.
Which is the BEST way to start working on the development of new

services while addressing the issues experienced by the IT
department?
A. Develop a clear set of system requirements, and track each of them

from start to finish to ensure that the delivered service meets the
stated requirements
B. Develop a clear understanding of the customers' intended goals

and expectations, and track each of them from start to finish to
ensure that the service supports the required outcomes
C. Involve senior management as early as possible to define

requirements, and help with 'organizational change management' to
ensure a successful implementation of the service
D. Assess and improve the capabilities of IT teams, prioritizing areas

that are required to deliver the service in a way that meets customer
expectations
40. Two separate development teams are working on different parts of the
same project. They want to be sure that the software components they
are developing work properly together.
Which type of testing would be MOST helpful for them?
A. System testing
B. User acceptance testing
C. Unit testing
D. Integration testing

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ITIL® 4 Specialist

Create, Deliver and Support

2. There is only one correct answer per question.

3. You need to answer 28 questions correctly to pass the exam.

5. You have 90 minutes to complete this exam.

©AXELOS Limited 2019.

© AXELOS Limited 2019. All rights reserved. Form ID: 2006138

1. Highly complex processes

2. An organization uses many different service providers. It has asked

Which model does this situation describe?

A. Retained service integration

D. Service integration as a service

3. A service provider has SLAs for the services it provides to its

Which is the BEST approach to resolve this situation?

A. Conduct a marketing campaign to improve the image of the service

B. Invest in service improvements to increase customer satisfaction

C. Provide customers a report with the breakdown of the SLA results,

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

5. Which statement about 'information models' is CORRECT?

A. The level of detail recorded in 'information models' may vary

B. 'Information models' must be created using a standard structure

C. Each technical specialist function in an organization is responsible

D. The 'information model' describes technology, but work practices

6. An organization has made a review of the incidents it has logged

Which practice would help the organization to undertake a formal

D. Monitoring and event management

© AXELOS Limited 2019. All rights reserved. Form ID: 2006138

What is this an example of?

B. Integration and data sharing

D. Employee satisfaction management

8. An organization has decided it needs new software. It is deciding

What is this an example of?

B. Managing work as tickets

C. Service integration and management

9. An organization sells its products online via a website. The website is

What should the prioritization of incidents be based on?

A. The availability of the development team's supplier to resolve the

B. The impact on the organization's ability to sell its products

C. The preference of the person or team raising the incident

D. The order in which the development team is notified of the incidents

© AXELOS Limited 2019. All rights reserved. Form ID: 2006138

Which method would be BEST for sharing this knowledge?

A. Internal presentations, coaching, and brainstorming workshops

B. Creating articles in the knowledge repository describing a detailed

C. Combining knowledge articles from important tool vendors and

D. Asking staff to attend additional technical training, which can be

11. An organization is planning a large organizational transformation to

Which is the BEST approach for the workforce planning?

A. The workforce planning should identify the roles and associated

B. The workforce planning should be postponed until the

C. The workforce planning should be focused on identifying the roles

© AXELOS Limited 2019. All rights reserved. Form ID: 2006138

Which of the proposed metrics is the BEST example of a results-based

A. The average time taken to approve or reject change requests for

B. The team's average response time to assigned incidents