Question bank
ITIL 4 Specialist: Create, Deliver and Support
40 ITIL 4 Specialist: Create, Deliver and Support questions with the correct answer and a written explanation, organised across 4 exam domains.
- 40 questions
- 4 domains
- Foundation level
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Continual improvement
5 questions in this domain
- Question 1Single Choice
What is the primary purpose of stakeholder mapping in service management?
- ATo visualize stakeholders by influence and interest to prioritize engagementCorrect answer
- BTo replace the service desk contact list with a technical directory
- CTo document all complaints for regulatory compliance
- DTo assign blame when a stakeholder is dissatisfied
Why this is the answer
Stakeholder mapping systematically visualizes stakeholders by influence and interest, allowing CDS practitioners to prioritize engagement and tailor involvement.
- Question 2Multiple Select
Which of the following are quadrants in the Influence vs. Interest Matrix? Select all that apply.
- AKeep SatisfiedCorrect answer
- BManage CloselyCorrect answer
- CKeep InformedCorrect answer
- DMinimize Contact
Why this is the answer
The Influence vs. Interest Matrix has four quadrants: Manage Closely, Keep Satisfied, Keep Informed, and Monitor. Minimize Contact is not one of them.
- Question 3Interactive
Review the JSON entry and determine the correct strategy for the stakeholder.
- AKeep SatisfiedCorrect answer
- BKeep Informed
- CManage Closely
- DMonitor
Why this is the answer
High influence and low interest stakeholders should be kept satisfied to ensure their support without overloading them with details.
- Question 4Single Choice
According to ITIL 4, how should a group that perceives it is affected by a service but has no direct functional interaction be classified?
- AThey are stakeholders because perception establishes relevanceCorrect answer
- BThey are consumers and therefore stakeholders
- CThey are not stakeholders unless they have a contract
- DThey are users only if they directly interact
Why this is the answer
ITIL 4 states that if a group perceives it is affected, it is a stakeholder even without direct functional interaction with the service.
- Question 5Multiple Select
Which of the following are common stakeholder traps identified in ITIL 4 CDS? Select all that apply.
- AConfusing a service consumer with a stakeholderCorrect answer
- BAssuming technical teams are the only stakeholders in a Create phaseCorrect answer
- COverlooking the perception element when identifying stakeholdersCorrect answer
- DTreating stakeholder needs as static and unchangingCorrect answer
Why this is the answer
All four are traps: not all stakeholders are consumers, technical teams are not the only stakeholders, perception matters, and stakeholder needs evolve over time.
Service management practices
11 questions in this domain
- Question 6Single Choice
According to ITIL 4 CDS, what does stakeholder mapping involve?
- ASystematically visualizing stakeholders by influence and interestCorrect answer
- BCreating an organizational chart of the service provider
- CListing all technical assets used to deliver a service
- DTracking customer complaints during service operation
Why this is the answer
Stakeholder mapping is the systematic process of visualizing stakeholders based on their level of influence and interest, allowing engagement efforts to be prioritized in CDS.
- Question 7Multiple Select
Which statements about value co-creation in ITIL 4 CDS are correct? Select all that apply.
- AValue is produced through active interaction between provider and consumer.Correct answer
- BIdentifying stakeholders is critical so that the service meets actual needs.Correct answer
- CValue is delivered unilaterally by the service provider.
- DIf a key stakeholder is missed, co-creation may fail to meet real requirements.Correct answer
Why this is the answer
Value co-creation depends on interaction between provider and consumer. Stakeholder identification is critical because missing a key stakeholder can prevent the service from meeting the needs required for successful co-creation.
- Question 8Interactive
Review the stakeholder information in the code block. Using the Influence vs. Interest Matrix, which engagement strategy should be applied?
- AKeep SatisfiedCorrect answer
- BManage Closely
- CKeep Informed
- DMonitor
Why this is the answer
The stakeholder has high influence and low interest, which corresponds to the Keep Satisfied quadrant of the Influence vs. Interest Matrix.
- Question 9Single Choice
What is the key distinction between a service consumer and a stakeholder in ITIL 4 CDS?
- AAll consumers are stakeholders, but not all stakeholders are consumers.Correct answer
- BStakeholders are always internal, while consumers are external.
- CConsumers are the only stakeholders with formal authority.
- DStakeholders must have direct functional interaction with the service.
Why this is the answer
While all consumers are stakeholders, not all stakeholders are consumers; for example, a regulatory body can be a stakeholder without being a service consumer.
- Question 10Multiple Select
Which of the following are examples of external stakeholders in CDS? Select all that apply.
- ACustomersCorrect answer
- BSuppliersCorrect answer
- CRegulatorsCorrect answer
- DInternal operations team
Why this is the answer
External stakeholders are those outside the organization, such as customers, suppliers, and regulators, while operations staff are internal stakeholders.
- Question 11Interactive
Read the decision scenario in the code block. Which CDS approach should be used to resolve the conflict between cost and availability?
- AUse a structured prioritization framework to rank requirements by business impact and risk.Correct answer
- BAlways prioritize the department mentioned first in the scenario.
- CChoose a technical solution to fix the conflict.
- DAssume all stakeholders can be 100% satisfied.
Why this is the answer
Trade-off management evaluates the impact of prioritizing one attribute over another. A structured prioritization framework moves the conversation from subjective wants to objective needs and aligns with strategic goals.
- Question 12Single Choice
What is the main consequence of assuming technical teams are the only stakeholders in the Create phase?
- ARequirements may not satisfy the actual business utility or warranty needed by users.Correct answer
- BThe service will automatically have too many requirements.
- CRegulators will refuse to approve the service.
- DThe influence and interest matrix becomes unnecessary.
Why this is the answer
Failing to include business owners or end-users during the Create phase leads to incorrect assumptions and requirements that may not satisfy the utility and warranty required by actual users.
- Question 13Multiple Select
Which practices demonstrate transparency and communication in CDS? Select all that apply.
- AProviding clear, data-driven insights about constraintsCorrect answer
- BOpenly discussing risks and resource limitationsCorrect answer
- CHiding budget limitations to avoid conflict
- DExplaining why certain compromises are necessaryCorrect answer
Why this is the answer
Transparency and communication involve openness about constraints and risks, data-driven insights, and explaining compromises so stakeholders understand why decisions are made.
- Question 14Interactive
Analyze the group described in the code block. According to ITIL 4, should this group be considered a stakeholder?
- AYes, because they perceive they are affected by the service.Correct answer
- BNo, because they have no direct functional interaction with the service.
- CNo, because they are not service consumers.
- DYes, because they have formal regulatory authority.
Why this is the answer
ITIL 4 emphasizes perception: if a group perceives they are affected, they are stakeholders even if they have no direct functional interaction with the service.
- Question 15Single Choice
Which statement reflects the Perfectionist Fallacy in CDS?
- AAssuming a solution exists where all stakeholders are 100% satisfied.Correct answer
- BUsing a prioritization framework to resolve conflicts.
- CAccepting sub-optimal outcomes for some parties to achieve the best outcome.
- DFocusing only on high-interest stakeholders.
Why this is the answer
The Perfectionist Fallacy is assuming all stakeholders can be fully satisfied; in CDS, sub-optimal outcomes for specific parties may be necessary for the best overall service outcome.
- Question 16Multiple Select
Which techniques can be used to manage conflicting stakeholder priorities in CDS? Select all that apply.
- ATrade-off managementCorrect answer
- BNegotiation and diplomacyCorrect answer
- CPrioritization frameworksCorrect answer
- DSilo alignment
Why this is the answer
Effective CDS uses trade-off management, negotiation, diplomacy, and prioritization frameworks to resolve conflict, avoiding silo alignment that prioritizes one department over the broader value stream.
Stakeholders
10 questions in this domain
- Question 17Single Choice
According to ITIL 4, what is the primary purpose of stakeholder mapping in the Create, Deliver and Support practice?
- ASystematic visualization by influence and interestCorrect answer
- BFinancial analysis of stakeholder contributions
- CTechnical diagram of service dependencies
- DProcess for identifying external customers only
Why this is the answer
Stakeholder mapping visualizes stakeholders by influence and interest, helping CDS practitioners prioritize engagement and align service delivery with value expectations.
- Question 18Multiple Select
Which statements are correct about the Influence versus Interest Matrix used in ITIL 4 stakeholder management?
- AManage closely if high influence and high interestCorrect answer
- BMonitor if low influence and low interestCorrect answer
- CDictates communication strategy and integration depthCorrect answer
- DOnly applies to external stakeholders
Why this is the answer
The matrix categorizes stakeholders into quadrants such as Manage Closely, Keep Satisfied, Keep Informed, and Monitor, and guides communication strategies for CDS value streams.
- Question 19Interactive
Review the stakeholder register in the provided code block. How should the stakeholder Carol be categorized in the influence and interest matrix?
- AManage Closely
- BKeep SatisfiedCorrect answer
- CKeep Informed
- DMonitor
Why this is the answer
High influence with low interest corresponds to Keep Satisfied. Carol needs sufficient involvement to avoid negative impact, but not detailed ongoing communication.
- Question 20Single Choice
In Create, Deliver and Support, how are internal stakeholders distinguished from external stakeholders across service value streams?
- AInternal are inside; external are outsideCorrect answer
- BInternal are customers; external are employees
- CInternal are technical; external are regulators
- DNo meaningful distinction in CDS
Why this is the answer
Internal stakeholders include employees like developers, operations, and finance; external stakeholders include customers, suppliers, and regulators. Both must be coordinated across value streams.
- Question 21Multiple Select
Which of the following are common traps when identifying stakeholders in the ITIL 4 Create, Deliver and Support practice?
- AConfusing consumers with stakeholdersCorrect answer
- BIncluding only technical teams in CreateCorrect answer
- CMissing groups that perceive impactCorrect answer
- DTreating value as co-created
Why this is the answer
CDS warns against confusing consumers with all stakeholders, limiting stakeholder identification to technical teams, and ignoring perceived impact. Value co-creation is a principle, not a trap.
- Question 22Interactive
Examine the conflict log in the code block. Which CDS skill is most needed to resolve this stakeholder conflict effectively?
- AUse negotiation and diplomacyCorrect answer
- BIncrease server capacity
- CPrioritize the first department
- DIgnore silent stakeholders
Why this is the answer
Stakeholder conflicts usually require negotiation and diplomacy to address underlying drivers. Technical fixes and arbitrary department prioritization are not effective alignment strategies.
- Question 23Single Choice
What does value co-creation mean in the ITIL 4 Create, Deliver and Support context, and why is it important?
- AValue co-created through active interactionCorrect answer
- BValue delivered unilaterally by provider
- CValue independent of stakeholders
- DValue based only on provider cost
Why this is the answer
Value co-creation emphasizes that value emerges through interaction and shared activities between provider and consumer, not through one-sided delivery.
- Question 24Multiple Select
Which practices support effective trade-off management and transparent communication with stakeholders in CDS?
- ATransparent about constraints and risksCorrect answer
- BUse data-driven insightsCorrect answer
- CUse structured prioritization frameworksCorrect answer
- DHide resource limitations to avoid resistance
Why this is the answer
Openness and structured prioritization shift discussions from subjective wants to objective needs and reduce resistance around necessary compromises.
- Question 25Interactive
Review the prioritization matrix in the code block. What type of structured tool does this represent in CDS?
- APrioritization frameworkCorrect answer
- BStakeholder mapping matrix
- CTechnical capacity plan
- DProcurement schedule
Why this is the answer
Scoring business impact, urgency, and risk is a structured prioritization framework, moving decisions from subjective wants to objective needs.
- Question 26Single Choice
What is the Perfectionist Fallacy trap in stakeholder management according to ITIL 4 CDS, and why is it problematic?
- ASolution satisfying all stakeholders 100%Correct answer
- BTechnical solution to stakeholder conflict
- CPrioritize the first department mentioned
- DIgnore silent stakeholders
Why this is the answer
The Perfectionist Fallacy is the unrealistic assumption that every stakeholder can be fully satisfied. CDS often requires accepting sub-optimal outcomes for some parties to serve the service best.
Value streams and processes
14 questions in this domain
- Question 27Single Choice
Which statement best defines stakeholder mapping in the context of ITIL 4 Create, Deliver and Support?
- AA financial method for measuring service costs.
- BA systematic process of visualizing stakeholders by influence and interest.Correct answer
- CA tool for creating requirement documents.
- DA process that only identifies external users.
Why this is the answer
Stakeholder mapping is the systematic visualization of stakeholders based on influence and interest, enabling practitioners to prioritize engagement.
- Question 28Multiple Select
Which two statements accurately describe the concept of value co-creation in ITIL 4 CDS?
- AValue is delivered unilaterally by the service provider.
- BValue is produced through active interaction between provider and consumer.Correct answer
- CMissing a key stakeholder can result in a service that fails to meet actual needs.Correct answer
- DValue co-creation only applies when there is a financial transaction.
Why this is the answer
Value co-creation depends on active provider-consumer interaction, and missing a key stakeholder can prevent successful co-creation.
- Question 29Interactive
Based on the stakeholder matrix shown, which group should receive the most detailed involvement during service design?
- AKeep Satisfied
- BManage CloselyCorrect answer
- CKeep Informed
- DMonitor
Why this is the answer
The quadrant with high influence and high interest is 'Manage Closely' and requires detailed involvement.
- Question 30Single Choice
Which statement correctly distinguishes between a service consumer and a stakeholder in ITIL 4 CDS?
- AAll stakeholders are service consumers, but not all consumers are stakeholders.
- BAll consumers are stakeholders, but not all stakeholders are consumers.Correct answer
- CConsumers and stakeholders are always the same group.
- DStakeholders are only internal employees.
Why this is the answer
All consumers are stakeholders, but a stakeholder may be external or non-consuming, such as a regulator.
- Question 31Multiple Select
Which two groups are commonly overlooked when identifying stakeholders during the Create phase?
- ABusiness owners and end-users.Correct answer
- BTechnical teams only.
- CGroups that perceive they are affected.Correct answer
- DDepartments mentioned first in the prompt.
Why this is the answer
Business owners and end-users must be included, and perception of being affected makes a group a stakeholder.
- Question 32Interactive
The stakeholder identification logic shown contains the following behavior. What principle about stakeholder recognition does it demonstrate?
- AOnly functional interaction is required.
- BPerception of being affected is sufficient for a group to be a stakeholder.Correct answer
- CStakeholders must always be consumers.
- DOnly complainers should be considered stakeholders.
Why this is the answer
The logic includes a group if it perceives it is affected, even without direct functional interaction, matching ITIL 4 guidance.
- Question 33Single Choice
Which statement best describes the purpose of the influence vs. interest matrix in CDS?
- ATo calculate the cost of stakeholder engagement.
- BTo dictate communication strategy and integration depth.Correct answer
- CTo identify a single most important stakeholder.
- DTo replace stakeholder mapping.
Why this is the answer
The influence vs. interest matrix categorizes stakeholders into quadrants, dictating communication strategy and depth of integration.
- Question 34Multiple Select
Which two statements about stakeholder identification align with ITIL 4 guidance?
- AA group that perceives it is affected should be considered a stakeholder.Correct answer
- BStakeholder expectations remain static throughout the service lifecycle.
- CStakeholder needs can evolve during the service lifecycle.Correct answer
- DOnly stakeholders with direct complaints should be identified.
Why this is the answer
ITIL 4 emphasizes perception and changing expectations, while avoiding reliance on complaints.
- Question 35Interactive
The service value function shown represents which ITIL 4 CDS principle?
- AValue is unilaterally delivered by the provider.
- BValue is co-created through interaction between provider and consumer.Correct answer
- CConsumer value is based only on perception.
- DProviders and consumers work independently.
Why this is the answer
The function returns the result of provider.interact(consumer), representing value co-creation through interaction.
- Question 36Single Choice
What does trade-off management require of CDS professionals?
- AAlways prioritize cost reduction.
- BEvaluate prioritizing one attribute against another with organizational strategy.Correct answer
- CAvoid all trade-offs by satisfying every stakeholder.
- DPrioritize the department mentioned first.
Why this is the answer
Trade-off management evaluates impacts on attributes like cost and availability and aligns decisions with strategic goals.
- Question 37Multiple Select
Which two techniques help to manage conflicting stakeholder requirements in CDS?
- AUse prioritization frameworks based on business impact, urgency, and risk.Correct answer
- BProvide transparent, data-driven insights about constraints and risks.Correct answer
- CResolve conflicts with technical solutions such as increasing capacity.
- DEnsure every stakeholder is completely satisfied.
Why this is the answer
Prioritization frameworks and transparent communication convert subjective wants into objective needs and manage resistance.
- Question 38Interactive
The ranking logic shown supports which CDS approach to requirement decisions?
- APrioritization frameworks.Correct answer
- BPerfectionist fallacy.
- CSilo alignment.
- DValue co-creation.
Why this is the answer
Ranking requirements based on impact, urgency, and risk reflects prioritization frameworks that separate objective needs from subjective wants.
- Question 39Single Choice
Which statement describes the perfectionist fallacy in CDS?
- AThere is a solution where all stakeholders are 100 percent satisfied.Correct answer
- BEvery conflict has a technical solution.
- CAll departments must be treated equally.
- DOnly the first stakeholder mentioned matters.
Why this is the answer
The perfectionist fallacy assumes universal stakeholder satisfaction, but CDS often requires sub-optimal outcomes for some parties.
- Question 40Multiple Select
Which two statements about internal and external stakeholders are true in CDS?
- AInternal stakeholders include developers, operations, and finance.Correct answer
- BExternal stakeholders include only regulators.
- CService value streams often cross organizational boundaries.Correct answer
- DInternal stakeholders are always more important than external stakeholders.
Why this is the answer
Internal stakeholders are inside the organization, while value streams often cross boundaries requiring coordination.
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