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

1. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Initiate development changes as emergency changes so that errors can be identified quickly
B) Increase the size of development changes to make them easier to handle and increase success
C) Create a change model for development changes that includes the use of safe-to-fail testing
D) Create a standard change model for development changes and initiate as a service request

2. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Functional
B) Flat
C) Divisional
D) Matrix

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

4. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
B) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
C) An accurate and complete incident record, enabling subsequent trend analysis of incidents
D) An incident resolved within the target SLA time, enabling efficient use of service desk resources

5. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Insourcing
B) Nearshoring
C) Onshoring
D) Offshoring

Solutions: