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ITIL 4 MP study materials
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ITIL 4 MP practice questions

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Question 1ITIL 4 Specialist: Create, Deliver and Support

Which statement best describes a value stream?

  1. A sequence of activities an organization performs to deliver value to its consumers Correct answer.
  2. The reporting hierarchy through which work is escalated between management levels
  3. The group of external suppliers that provide underpinning components under contract
  4. The published catalogue of live services and their agreed service level targets

Explanation

A value stream is the combination of interconnected activities and steps an organization uses to create and deliver products and services to consumers. It follows the flow of work from demand through to value, cutting across organizational boundaries.

Question 2ITIL 4 Specialist: Create, Deliver and Support

What is the main purpose of value stream mapping in create, deliver and support?

  1. To identify waste and delay in the flow from demand to delivery Correct answer.
  2. To document the reporting relationships between teams in the organization
  3. To record the cost of each supplier contract in the service value chain
  4. To define the service level targets that must be agreed with customers

Explanation

Value stream mapping makes the steps, handovers, queues and delays in a flow of work visible so that waste can be removed and flow improved. It focuses on the end-to-end journey of a work item rather than on organizational reporting lines.

Question 3ITIL 4 Specialist: Create, Deliver and Support

Which statement best describes the effect of limiting work in progress (WIP) on a Kanban board?

  1. It removes the need to make policies about how work is prioritized
  2. It guarantees that every item is delivered within its agreed SLA
  3. It increases the number of items that can be started at the same time
  4. It makes bottlenecks visible and helps improve the flow of work Correct answer.

Explanation

WIP limits cap how much work may sit in a stage at once, which exposes bottlenecks and encourages the team to finish work before starting more. The result is smoother flow and shorter lead times, though limits are not a guarantee of service level achievement.

Question 4ITIL 4 Specialist: Create, Deliver and Support

In a value stream, moving work 'left' typically means:

  1. Delaying testing until the deployment stage to shorten the build phase
  2. Adding extra approval steps at the end of the process to improve control
  3. Carrying out activities earlier in the lifecycle or closer to the end user Correct answer.
  4. Handing all technical decisions to the service desk at the point of contact

Explanation

Shifting left means performing work such as testing, knowledge capture or resolution earlier in the lifecycle, or pushing it closer to the point of demand. This reduces cost and delay and allows issues to be found and fixed sooner.

Question 5ITIL 4 Specialist: Create, Deliver and Support

In incident management, 'swarming' is best described as:

  1. Assigning incidents to individuals in strict rotation to balance individual workload
  2. Routing every incident to the service desk manager for a decision on priority
  3. Closing incidents quickly and reopening them if the user reports the issue again
  4. Collaborating with the people who have the right skills until the incident is resolved Correct answer.

Explanation

Swarming brings together the individuals with the appropriate knowledge to work on an incident collaboratively until it is resolved. It is an alternative to mechanically escalating an incident through successive support tiers.

Question 6ITIL 4 Specialist: Create, Deliver and Support

Which statement about a major incident is correct?

  1. It is any incident that breaches an operational level agreement with an internal team
  2. It has significant business impact and requires a separate, high-priority response Correct answer.
  3. It must always be raised as an emergency change before any action is taken
  4. It is an incident that recurs after a permanent fix has been implemented

Explanation

A major incident is one with significant business impact, so it is handled through a distinct, high-priority process with dedicated coordination and communication. Not every breach of an internal target qualifies as a major incident.

Question 7ITIL 4 Specialist: Create, Deliver and Support

Incident priority is normally determined from which two factors?

  1. The service level target and the seniority of the person reporting it
  2. The cost of the affected component and the age of the incident record
  3. The number of staff assigned and the elapsed time since the last update
  4. The impact on business operations and the urgency of the incident Correct answer.

Explanation

Priority is derived from the combination of impact, meaning how severely the business is affected, and urgency, meaning how quickly the impact will be felt or how time-critical the situation is. Together these place an incident on the priority matrix.

Question 8ITIL 4 Specialist: Create, Deliver and Support

A known error is best described as:

  1. A problem or incident with a documented root cause and a workaround Correct answer.
  2. A change that has been implemented without full testing
  3. A problem that has been closed because it cannot be resolved
  4. An incident for which no workaround has yet been identified

Explanation

A known error exists once a problem has been analysed and its root cause and a workaround have been documented. Recording known errors allows support staff to resolve recurrences faster and informs future permanent fixes.

Question 9ITIL 4 Specialist: Create, Deliver and Support

A standard change is one that:

  1. Is assessed and authorized individually because of its high risk
  2. Is pre-authorized, low risk and follows a defined procedure Correct answer.
  3. Requires approval from the change advisory board each time it is used
  4. Is raised only when a major incident needs an urgent fix

Explanation

Standard changes are low-risk, routine changes that have been pre-authorized and are performed following a documented procedure. Because the risk has already been assessed, they do not need individual authorization each time.

Question 10ITIL 4 Specialist: Create, Deliver and Support

Which characteristic distinguishes an emergency change?

  1. It is planned months in advance and follows the normal change schedule
  2. It must be assessed and authorized quickly, often by a small delegated group Correct answer.
  3. It is a change that has no risk because it restores a previous version
  4. It is always implemented by the supplier rather than in-house staff

Explanation

Emergency changes must be evaluated and authorized in a very short time, usually by a small empowered group such as an emergency change authority. Documentation and review typically follow the implementation.

Question 11ITIL 4 Specialist: Create, Deliver and Support

Which statement correctly distinguishes release from deployment?

  1. Deployment moves components into the live environment; release makes them available for use Correct answer.
  2. Release applies only to infrastructure; deployment applies only to applications
  3. Release and deployment are synonyms in ITIL 4 and can be used interchangeably
  4. Release moves components into the live environment; deployment makes them available to users

Explanation

Deployment is the movement of new or changed components into the live environment, while release is the step that makes them available to users. The two can be separated, for example when components are deployed but released to users later.

Question 12ITIL 4 Specialist: Create, Deliver and Support

How does an operational level agreement (OLA) differ from a service level agreement (SLA)?

  1. It describes the internal support that one part of the organization provides to another Correct answer.
  2. It is agreed with the external customer and covers end-to-end service targets
  3. It describes targets for a service that is offered to the wider market
  4. It is a contract with a supplier for the provision of underpinning components

Explanation

An OLA is an internal agreement describing the support one part of the organization gives to another so that service levels can be met. An SLA, by contrast, is agreed with the customer and describes the service and its targets.

Question 13ITIL 4 Specialist: Create, Deliver and Support

A 'follow the sun' service desk model works by:

  1. Extending opening hours by asking staff to work overtime at weekends
  2. Using self-service portals to replace all human contact outside office hours
  3. Outsourcing the desk to a single supplier in one time zone
  4. Handing over work between geographically distributed teams so support is continuous Correct answer.

Explanation

In a follow the sun model, teams in different time zones pass work to one another so that support is available around the clock. It relies on consistent processes, knowledge sharing and effective handovers between locations.

Question 14ITIL 4 Specialist: Create, Deliver and Support

When deciding whether to build a component in-house or buy it, which factor most strongly supports buying?

  1. The component provides a unique capability that differentiates the organization
  2. Long-term in-house skills need to be developed and retained
  3. The organization wants full control over the component's development roadmap
  4. The component is a commodity and the market offers mature, proven options Correct answer.

Explanation

Buying is generally preferred where the component is a commodity and mature market options exist, giving faster delivery and lower cost of ownership. Building is more defensible where the capability is differentiating or requires close control.

Question 15ITIL 4 Specialist: Create, Deliver and Support

Service integration and management (SIAM) is primarily concerned with:

  1. Benchmarking supplier prices against the market each quarter
  2. Coordinating multiple service providers so they deliver a seamless service to the customer Correct answer.
  3. Replacing all external suppliers with a single in-house delivery team
  4. Writing detailed technical specifications for each supplier contract

Explanation

SIAM provides a single point of control and coordination across multiple internal and external service providers so the customer experiences an integrated service. It addresses the complexity created when several suppliers each deliver part of the value stream.

Question 16ITIL 4 Specialist: Create, Deliver and Support

The 'first way' of DevOps, often called flow, emphasizes:

  1. Experimenting and taking risks to learn faster
  2. Running blameless post-incident reviews after every failure
  3. Optimizing the whole system so work moves smoothly from development to operations Correct answer.
  4. Creating cross-functional teams with shared objectives

Explanation

The first way focuses on the systemic flow of work from development through operations, favouring small batch sizes and removal of constraints across the whole value stream. The other ways address feedback and continual experimentation.

Question 17ITIL 4 Specialist: Create, Deliver and Support

A 'T-shaped' team member is one who:

  1. Rotates between roles every few months without developing depth
  2. Works only within a single specialist function and reports to that function's manager
  3. Has deep expertise in one area plus a broad understanding of related disciplines Correct answer.
  4. Has equal, shallow knowledge of every discipline in the value stream

Explanation

The vertical stroke of the T represents depth in a specialist area, while the horizontal stroke represents breadth across related disciplines. T-shaped people help teams collaborate and reduce handover delays while retaining real expertise.

Question 18ITIL 4 Specialist: Create, Deliver and Support

A 'definition of done' is used in iterative development to:

  1. Record the defects found during the final release review
  2. List the team members accountable for each deliverable
  3. Describe the business case that must be approved before work starts
  4. State the criteria a work item must meet before it is considered complete Correct answer.

Explanation

A definition of done is a shared, explicit checklist of criteria that make a work item genuinely complete, such as testing, documentation and review. Applying it consistently keeps quality predictable and prevents work being declared finished prematurely.

Question 19ITIL 4 Specialist: Create, Deliver and Support

What is the main purpose of a known error database (KEDB)?

  1. To let support staff find documented root causes and workarounds quickly Correct answer.
  2. To record the configuration items and their relationships
  3. To store the change schedule for all standard changes
  4. To hold the service level targets agreed with each customer

Explanation

A KEDB stores details of known errors, including root causes and workarounds, so that recurring incidents can be resolved faster by support staff. It is a key output of problem management and a major enabler of shift left.

Question 20ITIL 4 Specialist: Create, Deliver and Support

Which statement best describes test-driven development?

  1. Automated tests are run only in the production environment to check stability
  2. Tests are written before the code, and code is added until those tests pass Correct answer.
  3. Testing is performed only at the end of the project to confirm acceptance
  4. Tests are written by an independent team after the code has been released

Explanation

In test-driven development a failing test is written first, then just enough code is written to make it pass, followed by refactoring. This short cycle keeps requirements explicit and provides a fast regression safety net.

Question 21ITIL 4 Specialist: Create, Deliver and Support

Service blueprinting is particularly useful because it:

  1. Shows customer interactions alongside the backstage activities that support them Correct answer.
  2. Documents the individual performance targets of each support team member
  3. Provides a financial model that determines how each customer is charged
  4. Replaces the published service catalogue with a list of technical components

Explanation

A service blueprint maps the customer journey against front-stage interactions, backstage activities and supporting processes, exposing dependencies and failure points. It helps teams design end-to-end experiences rather than isolated components.

Question 22ITIL 4 Specialist: Create, Deliver and Support

A 'just culture' after an incident means that:

  1. Incident reviews are kept confidential and not shared outside the team
  2. People are encouraged to report errors openly, while reckless behaviour is still addressed Correct answer.
  3. The team that caused the incident is required to pay for the recovery work
  4. No individual is ever held accountable for any action they took

Explanation

A just culture distinguishes between honest mistakes, which should be reported without fear of blame, and genuinely reckless or negligent behaviour, which is still addressed. This encourages transparency and learning while preserving accountability.

Question 23ITIL 4 Specialist: Create, Deliver and Support

A continual improvement register is used to:

  1. Track the approval status of normal changes
  2. Log every incident that breaches its service level target
  3. Record and track improvement opportunities and their progress Correct answer.
  4. Store supplier contracts and their renewal dates

Explanation

The continual improvement register records improvement opportunities, their owners, priorities and status so that improvement work is visible and managed. It supports the continual improvement practice by making progress and outcomes transparent.

Question 24ITIL 4 Specialist: Create, Deliver and Support

In a value stream map, the time an item spends waiting between process steps is important because it:

  1. Reveals delay that adds no value and highlights where flow can be improved Correct answer.
  2. Proves that the process has no unnecessary handovers
  3. Indicates the cost of the tooling used at each stage
  4. Shows how much effort each team spends on the activity

Explanation

Queue and wait time between steps typically dominates lead time while adding no customer value, so mapping it exposes where flow is constrained. Reducing this delay is often the fastest route to better lead times and service outcomes.

Question 25ITIL 4 Specialist: Create, Deliver and Support

A service request is best described as:

  1. An unplanned interruption to a service that requires urgent restoration
  2. A change to a live service that has not been authorized
  3. A user's request for something that is part of normal service delivery, such as access or information Correct answer.
  4. An underlying cause of one or more incidents that requires investigation

Explanation

Service requests are routine user requests that form part of normal service delivery, such as access, information or a standard change request. They are handled through request management rather than as incidents.

Question 26ITIL 4 Specialist: Create, Deliver and Support

What is the primary purpose of a service desk?

  1. To act as the single point of contact for users Correct answer.
  2. To authorize all changes to production environments
  3. To negotiate contracts with external suppliers
  4. To design new services and supporting technology

Explanation

The service desk provides a single point of contact between the service provider and its users. It captures demand such as incidents and requests and coordinates their handling. Other activities, such as change authorization or supplier negotiation, belong to different practices.

Question 27ITIL 4 Specialist: Create, Deliver and Support

In service management, what does 'shift left' mean?

  1. Delaying testing until the final release stage
  2. Transferring ownership of incidents to the problem team
  3. Doing activities earlier, closer to the user or origin Correct answer.
  4. Moving work from specialist teams to external suppliers

Explanation

Shift left means moving activities earlier in the value stream, closer to where work or demand originates. It often involves giving users and frontline teams more capability through knowledge, automation, and self-service. This helps detect and resolve issues sooner rather than later.

Question 28ITIL 4 Specialist: Create, Deliver and Support

What is swarming as an incident-handling approach?

  1. Bringing together the right skills to resolve an incident collaboratively Correct answer.
  2. Routing every incident through a fixed hierarchy of escalation levels
  3. Assigning incidents to the first available agent in a queue
  4. Automatically closing incidents when a workaround is recorded

Explanation

Swarming brings together the people with the skills needed to resolve an incident, rather than passing it up a fixed escalation hierarchy. It supports faster resolution and collaboration. The approach is especially useful for complex or unfamiliar incidents.

Question 29ITIL 4 Specialist: Create, Deliver and Support

What is a workaround in problem and incident management?

  1. A permanent fix that removes the root cause of an incident
  2. A request from a user for a routine service
  3. A temporary way to restore service without fixing the root cause Correct answer.
  4. A record of all changes made to a configuration item

Explanation

A workaround restores service or reduces impact while the underlying cause remains unresolved. It is often documented so that support teams can apply it consistently. A permanent fix addresses the root cause and is a separate activity.

Question 30ITIL 4 Specialist: Create, Deliver and Support

Who is responsible for authorizing a normal change?

  1. The service desk agent who received the request
  2. Any member of the technical team available at the time
  3. The change authority defined for that change model Correct answer.
  4. The user who raised the change request

Explanation

Change enablement assigns authority to a defined person or group for each change model. A normal change is authorized by the change authority specified for that type of change. This ensures accountability and appropriate risk control.

Question 31ITIL 4 Specialist: Create, Deliver and Support

What is a service request model?

  1. A hierarchical escalation path for major incidents
  2. A pre-defined set of steps for handling a routine request Correct answer.
  3. A financial model used to calculate service costs
  4. A catalogue of all suppliers approved to deliver services

Explanation

A service request model defines the steps, responsibilities, and expected handling for a routine request. It helps make common requests predictable and efficient. It is not a supplier catalogue, escalation path, or costing model.

Question 32ITIL 4 Specialist: Create, Deliver and Support

Which format is commonly used to write a user story?

  1. As a <role>, I want <feature>, so that <benefit> Correct answer.
  2. Given <context>, when <event> occurs, then <result>
  3. Input <data> process <step> output <result>
  4. If <condition> then <action> else <outcome>

Explanation

User stories are commonly written in the role-feature-benefit format. The format keeps the focus on who needs the outcome and why it matters. It is a lightweight way to express a requirement for iterative development.

Question 33ITIL 4 Specialist: Create, Deliver and Support

What does continuous integration primarily involve?

  1. Replacing all manual testing with a single end-of-project test phase
  2. Merging code frequently and verifying it automatically Correct answer.
  3. Writing tests only after the software has been released
  4. Deploying every code change directly into production without testing

Explanation

Continuous integration means integrating code changes frequently and verifying them with automated builds and tests. It helps detect integration problems early. It does not necessarily mean deploying every change to production.

Question 34ITIL 4 Specialist: Create, Deliver and Support

What is the main purpose of value stream mapping in service design?

  1. To identify value-adding steps, waste, and delays Correct answer.
  2. To calculate the salary costs of each team member
  3. To list every configuration item in the CMDB
  4. To document the organizational chart and reporting lines

Explanation

Value stream mapping examines the end-to-end flow of work to show where value is added and where waste or delay occurs. It helps teams improve flow rather than focus only on individual tasks. Organizational charts and asset lists do not show how value flows to the customer.

Question 35ITIL 4 Specialist: Create, Deliver and Support

How does blue-green deployment reduce release risk?

  1. By releasing to a small percentage of users and gradually increasing traffic
  2. By running two identical environments and switching traffic between them Correct answer.
  3. By deploying all changes to every server at the same time
  4. By rolling back the database to a previous backup after every release

Explanation

Blue-green deployment maintains two similar environments and switches traffic from one to the other. If the new version fails, traffic can be switched back quickly. This reduces the impact and duration of a failed release.

Question 36ITIL 4 Specialist: Create, Deliver and Support

What characterizes a canary release?

  1. A release that is deployed only during a change freeze
  2. A release that replaces the entire production environment in one step
  3. A release that is never tested in a production-like environment
  4. A release exposed to a small subset of users before wider rollout Correct answer.

Explanation

A canary release exposes a change to a small subset of users first and then expands exposure if it performs acceptably. This limits the blast radius of a faulty release. It is a controlled way to gain confidence before full rollout.

Question 37ITIL 4 Specialist: Create, Deliver and Support

What is the purpose of regression testing?

  1. To test the security of third-party suppliers
  2. To measure the performance of the service under peak load
  3. To confirm that new code meets the original business requirements
  4. To check that existing functionality still works after a change Correct answer.

Explanation

Regression testing checks that existing functionality has not been broken by a change. It protects the service from unintended side effects. It is different from acceptance testing, performance testing, or supplier security testing.

Question 38ITIL 4 Specialist: Create, Deliver and Support

When are service acceptance criteria (SAC) primarily used?

  1. To confirm a new or changed service is ready for live operation Correct answer.
  2. To describe the skills required by the service desk team
  3. To record all incidents that occur during normal service operation
  4. To define the price of a service for each customer

Explanation

Service acceptance criteria provide the agreed conditions for accepting a new or changed service into live operation. They help verify that the service is fit for purpose and fit for use. They are used during transition and acceptance, not for pricing or incident recording.

Question 39ITIL 4 Specialist: Create, Deliver and Support

In monitoring and event management, what is an event?

  1. A permanent fix for a known error
  2. A significant change of state in a service or configuration item Correct answer.
  3. A formal authorization to proceed with a change
  4. A request from a user for a standard service

Explanation

An event is any change of state that has significance for the management of a service or configuration item. Events may be routine, informational, warnings, or exceptions. Monitoring tools generate events that may lead to alerts or action.

Question 40ITIL 4 Specialist: Create, Deliver and Support

The 'second way' of DevOps focuses on which principle?

  1. Maximizing the batch size of work moving through the pipeline
  2. Eliminating all documentation from the value stream
  3. Creating long-lived feature branches to isolate teams
  4. Creating fast feedback loops from right to left at every stage Correct answer.

Explanation

The second way emphasizes fast and continuous feedback from operations and users back to development. Feedback loops help teams detect and correct problems quickly. Large batches and long-lived branches tend to slow feedback rather than improve it.

Question 41ITIL 4 Specialist: Create, Deliver and Support

What is the purpose of a definition of ready?

  1. To agree criteria a work item must meet before work starts Correct answer.
  2. To specify which changes are pre-authorized
  3. To list all incidents that are ready to be closed
  4. To confirm that a product increment is complete and can be released

Explanation

A definition of ready establishes the criteria a work item should meet before the team starts working on it. It helps prevent starting work that lacks enough clarity or information. A definition of done, by contrast, addresses completion criteria.

Question 42ITIL 4 Specialist: Create, Deliver and Support

What distinguishes proactive problem management from reactive problem management?

  1. It only records workarounds for known errors
  2. It waits for a major incident before investigating
  3. It identifies problems before incidents occur, often from trend analysis Correct answer.
  4. It closes problems without root cause analysis

Explanation

Proactive problem management looks for problems before they cause incidents, often by analyzing trends and monitoring data. Reactive problem management responds after incidents have occurred. Both aim to reduce the likelihood and impact of incidents.

Question 43ITIL 4 Specialist: Create, Deliver and Support

What is the main goal of knowledge management in a service value stream?

  1. To keep knowledge restricted to senior managers
  2. To store every email sent by the service desk
  3. To replace all technical staff with self-service tools
  4. To make useful knowledge available when and where it is needed Correct answer.

Explanation

Knowledge management aims to get the right information to the right people at the right time. This supports consistent decisions and faster resolution. It is not about storing everything or restricting access unnecessarily.

Question 44ITIL 4 Specialist: Create, Deliver and Support

Why is environment management important for create, deliver and support?

  1. It provides controlled environments for development and testing Correct answer.
  2. It eliminates the need for release planning
  3. It removes the need for testing in production
  4. It guarantees that no change will ever fail

Explanation

Environment management provides controlled environments where development, testing, and deployment activities can take place. This helps teams test safely and reproduce conditions more reliably. It does not remove the need for release planning or guarantee success.

Question 45ITIL 4 Specialist: Create, Deliver and Support

What does observability enable a support team to do?

  1. Replace monitoring tools with manual inspections
  2. Prevent all incidents from occurring
  3. Calculate the cost of every service request
  4. Understand a system's internal state from its external outputs Correct answer.

Explanation

Observability is the ability to infer what is happening inside a system from its outputs, such as logs, metrics, and traces. It helps teams diagnose complex issues. It complements, rather than replaces, monitoring and incident prevention.

Question 46ITIL 4 Specialist: Create, Deliver and Support

In value stream analysis, why is cost of delay important?

  1. It records the price paid to external suppliers
  2. It calculates the depreciation of hardware assets
  3. It measures the salary cost of the service desk team
  4. It expresses the economic impact of delay in delivering value Correct answer.

Explanation

Cost of delay quantifies the economic impact of not delivering a change or outcome sooner. It helps prioritize work by showing the value at stake over time. It is not a staffing, asset depreciation, or supplier cost measure.

Question 47ITIL 4 Specialist: Create, Deliver and Support

What is the purpose of a change model within change enablement?

  1. To list every configuration item affected by a change
  2. To describe the technical steps for deploying software
  3. To replace the need for change authorization
  4. To define a repeatable approach for a particular type of change Correct answer.

Explanation

A change model defines a repeatable approach for handling a particular type of change. It sets out activities, roles, and authorization appropriate to that change type. It does not eliminate authorization or replace deployment procedures.

Question 48ITIL 4 Specialist: Create, Deliver and Support

Which statement best describes service validation and testing?

  1. It replaces the need for service acceptance criteria
  2. It is performed only after the service has been live for six months
  3. It provides objective evidence that a service meets agreed requirements Correct answer.
  4. It focuses exclusively on unit testing by developers

Explanation

Service validation and testing provides objective evidence that a service meets agreed requirements and is fit for use. It occurs before and during transition into live operation. It complements, rather than replaces, service acceptance criteria.

Question 49ITIL 4 Specialist: Create, Deliver and Support

What is a key characteristic of a phased deployment?

  1. The change is deployed only to the development environment
  2. The change is delivered to user groups in stages over time Correct answer.
  3. The change is never released to production
  4. All users receive the change at exactly the same moment

Explanation

A phased deployment delivers a change to different groups of users in stages. This can reduce risk and allow learning before wider exposure. It is distinct from big-bang deployment, which exposes all users at once.

Question 50ITIL 4 Specialist: Create, Deliver and Support

How does a service value stream differ from a traditional process map?

  1. It shows only the internal organizational hierarchy
  2. It excludes all customer-facing activities
  3. It focuses on end-to-end flow of value to the customer Correct answer.
  4. It documents only financial transactions

Explanation

A service value stream focuses on the end-to-end flow of value to the customer, including handoffs, delays, and constraints. A traditional process map may focus more narrowly on steps within one process. Value stream thinking helps identify where flow is slowed or value is lost.