売れ筋トップクラスのITIL-4-Specialist-Create-Deliver-and-Support最新試験問題2026年最新のITIL試験練習
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質問 # 33
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
- A. Continuous deployment
- B. Continuous integration
- C. Continual improvement
- D. Continuous delivery
正解：B
解説：
Continuous integration (CI) is a practice that involves frequently integrating code changes into a shared repository, allowing teams to detect and resolve issues early. In the context of the scenario, where delays occur due to developers using individual repositories, CI would help by enabling regular integration of code, reducing conflicts, and streamlining the development process. This aligns with the ITIL 4 Specialist: Create, Deliver and Support guidance on optimizing value streams through effective planning and building practices.
The official ITIL 4 CDS study guide (Section 2.2.1) emphasizes that CI reduces delays by automating integration and testing, which is critical when managing service creation and changes. Other options like continuous delivery (B) and continuous deployment (C) are subsequent steps that build on CI, while continual improvement (D) is a broader practice not specifically addressing the repository issue.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.2.1 - Value Stream Optimization.
質問 # 34
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
- A. Enable variance of quality and cost of services
- B. Integrate feedback loops and escalation mechanisms in the workflow
- C. Use comprehensive complex simulations to test the workflow
- D. Define and optimize an individual value stream for each team involved in service creation
正解：B
解説：
The company should integrate feedback loops and escalation mechanisms in the workflow (B). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 2.2.2) explains that effective value stream design requires iterative feedback to ensure quality while maintaining speed, and escalation mechanisms to address issues promptly. This approach allows for continuous improvement and adjustment during service creation, balancing the trade-off between rapid delivery and high standards. Option A creates silos, reducing coordination; option C compromises consistency; and option D, while useful, is a testing method rather than a structural solution. The guide stresses that feedback loops, such as user testing or peer reviews, are essential for optimizing value streams.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.2.2 - Feedback Loops in Value Stream Design.
質問 # 35
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?
- A. Introduce rules for innovation and adaptability across all teams
- B. Have leaders actively demonstrate and promote innovative practices
- C. Limit the cultural shift initiatives to only the newer employees
- D. Base performance evaluations solely on the number of innovative ideas generated
正解：B
解説：
The company should have leaders actively demonstrate and promote innovative practices (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.4.2) highlights that leadership behavior is pivotal in driving cultural change, especially in overcoming resistance by modeling adaptability and engaging employees through visible commitment. This builds trust and encourages long-standing staff to embrace new methods. Option A imposes rules without engagement; option C excludes key staff; and option D overemphasizes metrics, risking disengagement. The guide stresses leadership's role in cultural transformation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.4.2 - Leadership in Cultural Change.
質問 # 36
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
- A. Organizational structure
- B. Shift-left
- C. Customer orientation
- D. The value of positive communications
正解：C
解説：
Customer orientationensures that individual and team objectives are aligned withanticipating and meeting customer needs, directly supporting the organization's goal.
質問 # 37
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
- A. Renegotiate service level targets
- B. Improve operations team training
- C. Recruit additional operations staff
- D. Improve filtering of operations data
正解：D
解説：
Improving the filtering of operations data reduces the noise from irrelevant events, allowing the operations team to focus on critical events and prevent breaches of service level targets.
質問 # 38
A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?
- A. Ensure that errors in the software that caused incidents are fixed
- B. Ensure that solutions provided by the supplier are tested
- C. Avoid transferring incidents to an external supplier as long as possible
- D. Ensure that solutions provided by suppliers are captured and shared in the support team
正解：D
解説：
The best way is to ensure that solutions provided by suppliers are captured and shared within the support team (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.4) recommends knowledge management as a key practice to reduce reliance on external suppliers by documenting and disseminating resolutions, thereby decreasing response times and costs for recurring incidents. This approach builds internal capability, minimizing delays from supplier coordination. Option A delays resolution; option C depends on supplier action beyond the manager's control; and option D, while beneficial, is a validation step that doesn't address knowledge retention. The guide underscores the importance of a knowledge base in incident management.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.4 - Knowledge Management in Incident Resolution.
質問 # 39
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?
- A. Inventory and discovery of IT assets
- B. Flexible workflow automation
- C. Advanced analytics
- D. High availability and security
正解：B
解説：
The most important feature is flexible workflow automation (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 2.4.1) states that automation enables seamless integration of practices by streamlining processes, which is crucial for building effective service value streams. Other features like inventory (B), analytics (C), and security (D) are supportive but secondary to integration.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.4.1 - Toolset Features for Integration.
質問 # 40
Which is often included in an Agile approach to software development?
- A. CI/CD
- B. Information models
- C. Advanced analytics
- D. Integrated service management toolsets
正解：A
解説：
CI/CD (Continuous Integration/Continuous Delivery)is often included in anAgile approachto accelerate and automate software development, testing, and deployment.
質問 # 41
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?
- A. System
- B. Acceptance
- C. Integration
- D. Unit
正解：C
解説：
Integration testingfocuses on verifying how different applications and components work together, helping to identify and prevent errors that occur when the new application affects other systems.
質問 # 42
A technology firm has implemented a new ticketing system for managing customer support requests.
However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?
- A. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
- B. Stop recording requests during exceptionally busy times
- C. Limit ticket submissions to reduce the workload on support staff
- D. Prioritize tickets based on the order of receipt
正解：A
解説：
The firm should develop a dynamic prioritization model that assesses the impact and urgency of each ticket (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.1) recommends prioritizing based on business impact and urgency to optimize support workflows and enhance customer satisfaction. Option A is static and ineffective; option C disrupts service; and option D restricts access, worsening dissatisfaction.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.1 - Prioritization in Support Workflows.
質問 # 43
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
- A. Swarming
- B. Shift-left
- C. Robotic process automation
- D. Shortest item first
正解：B
解説：
The approach that may help is shift-left (C). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.3.1) states: "The shift-left approach moves support activities to frontline teams or users through self-service or enhanced first-line capabilities, reducing resolution times by minimizing escalations to specialists." This directly addresses the scenario, unlike option A (prioritization method), option B (team collaboration), or option D (automation tool). The guide notes: "Shift-left enhances efficiency and user empowerment in incident management." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach.
質問 # 44
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent. Which concept should be applied to overcome this challenge?
- A. A continual improvement culture
- B. Shift-left
- C. Working with a customer-oriented mindset
- D. Workforce planning and management
正解：A
解説：
The organization should apply a continual improvement culture (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.4.1) defines this culture as one that fosters trust, encourages employee input, and ensures suggestions are acted upon through transparent processes, addressing the lack of trust and past neglect. This aligns with the service value system's focus on ongoing enhancement. Option A is customer-focused but not employee-centric; option B relates to task shifting; and option D addresses staffing, not cultural issues. The guide emphasizes leadership's role in building this culture.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.4.1 - Continual Improvement Culture.
質問 # 45
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
- A. Encourage informal teams across the organization
- B. Incorporate the organization's vision into the team culture
- C. Hold regular meetings focusing on problem solutions
- D. Promote a culture of learning and development
正解：B
解説：
Incorporating the organization's vision into the team culturealigns individual efforts with organizational goals, ensuring that team members focus on work that contributes to overall success rather than personal interests.
質問 # 46
What is the goal of the 'shift-left' approach?
- A. Repositioning tasks to earlier stages in the process to boost workflow efficiency
- B. Integrating multiple suppliers in a value stream for effective service management
- C. Automating repetitive processes using robots and AI
- D. Implementing Agile practices for continuous software development
正解：A
解説：
The goal of the 'shift-left' approach is repositioning tasks to earlier stages in the process to boost workflow efficiency (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.3.1) explicitly defines shift-left as a strategy to move activities, such as support or testing, closer to the point of origin-often to users or frontline teams-to reduce delays, improve response times, and enhance overall service delivery.
This approach leverages automation and self-service tools to empower users, thereby streamlining workflows and reducing the burden on higher-tier support teams. Option B focuses on automation alone, which is a supporting mechanism but not the core goal; option C relates to Agile methodologies, which are distinct from shift-left; and option D pertains to supplier integration, which is unrelated to this concept. The emphasis on efficiency is further supported by examples like self-service password resets, where tasks are shifted to users, aligning with ITIL's focus on value co-creation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach and Workflow Optimization.
質問 # 47
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?
- A. Focus on value
- B. Progress iteratively with feedback
- C. Think and work holistically
- D. Optimize and automate
正解：B
解説：
This approach is most closely aligned with the guiding principle of progress iteratively with feedback (B).
The ITIL 4 Specialist: Create, Deliver and Support guide (Section 2.1.2) states: "Progress iteratively with feedback involves delivering work in smaller increments, using feedback from users to refine and improve services, ensuring alignment with needs and enhancing value stream efficiency." The two-week updates and user input exemplify this principle, contrasting with option A (holistic focus), option C (value focus without iteration), or option D (automation emphasis). The guide adds: "This principle supports rapid adaptation and quality improvement." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.1.2 - Guiding Principles.
質問 # 48
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
- A. Declare a major incident and start the major incident management procedure
- B. Follow the predefined procedure for investigating web performance incidents
- C. Escalate to the performance management team, who will then escalate to a different team if needed
- D. Use swarming to involve people from multiple different teams in the investigation
正解：B
解説：
Following a predefined procedurefor investigating web performance incidents ensures astructured and efficient escalation, reducing delays and avoiding confusion about responsibility.
質問 # 49
Which statement about 'service integration as a service' isCORRECT?
- A. The service integrator provides services and manages other vendors
- B. Multiple vendors provide the service integration and management function
- C. The service integrator does not deliver any services to the organization
- D. The service integrator can be easily replaced by other vendors to leverage better pricing
正解：A
解説：
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.
質問 # 50
To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?
- A. Designing a continuous integration/continuous delivery pipeline
- B. Reducing the time it takes to provide environments for projects
- C. Minimizing handoffs between specialists within a development team
- D. Reducing the time spent assessing and approving changes
正解：A
解説：
Designing a continuous integration/continuous delivery (CI/CD) pipelineimproves theentire end-to-end value streamby enabling faster, automated delivery of product innovations to customers.
質問 # 51
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?
- A. Deployment management plays an important role only in creation of new services developed within the organization
- B. Deployment management does not play any role in the incident resolution value stream
- C. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
- D. Deployment management plays an important role in any value stream requiring transition of service components to production environment
正解：D
解説：
The best approach is that deployment management plays an important role in any value stream requiring transition of service components to the production environment (C). According to the ITIL 4 Specialist:
Create, Deliver and Support guide (Section 3.2.2), deployment management ensures smooth transitions across value streams, including creation, delivery, and support, not just new service creation. Options A and B are too restrictive, and option D is incorrect as deployment can support incident resolution indirectly.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.2 - Deployment Management in Value Streams.
質問 # 52
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. An incident resolved within the target SLA time, enabling efficient use of service desk resources
- B. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- C. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
- D. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
正解：D
解説：
From theuser's perspective,swift restorationof critical services like apoint of sale systemprovides immediate value by minimizing disruption and allowing normal operations to continue.
質問 # 53
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?
- A. Validate the data, when tickets are being created by service desk agents
- B. Limit the use of tickets to major and high-priority incidents
- C. Use swarming to improve collaboration and validate information
- D. Train agents to capture the information required by each support team
正解：C
解説：
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.
質問 # 54
How should roles and competencies be managed to adapt to rapid technological changes and market demands?
- A. By making it easier for employees to focus on one role
- B. By continually adapting roles to evolving organizational requirements
- C. By focusing on increasing employees' technical experience
- D. By creating career paths dedicated to single technologies
正解：B
解説：
Roles and competencies should be managed by continually adapting them to evolving organizational requirements (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.3.2) advocates for flexible role definitions to respond to technological and market shifts, ensuring the service value system remains effective. This approach supports skill development and role evolution, unlike option A (rigid focus), option B (technology-specific paths), or option D (narrow technical emphasis). The guide emphasizes adaptability as a core competency.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Adapting Roles and Competencies.
質問 # 55
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