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

1. Which is often included in an Agile approach to software development?

A) Information models
B) Advanced analytics
C) Integrated service management toolsets
D) CI/CD

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

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

4. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A) Knowledge of how to log incidents and service requests
B) Technical knowledge of the supported products
C) Commitment to continual improvement
D) Experience of financial management

5. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Determine where work is sitting in queues
B) Introduce additional sources of demand
C) Automate repeatable work activities
D) Compare the map to actual activities

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