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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:

1. What approach can ensure testing happens earlier in the development lifecycle?

A) Shift-left
B) Robotic process automation
C) Managing work as tickets
D) Service integration and management

2. 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

3. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) The number of suppliers that will be used to source service components
B) The methods used to manage the development work
C) Whether the service is being created for internal or external customers
D) The number of practices required to support the service

4. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Use automation to optimize service value streams
B) Implement Agile methods to improve software development
C) Use value stream mapping to analyze and optimize end-to-end workflows
D) Implement the continual improvement model for all teams to follow

5. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Organizational change management practice
B) Continual improvement practice
C) Workforce and talent management practiceright
D) Service desk practice

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