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

1. An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

A) Create one value stream for each support team
B) Create separate value streams for practices, people, tools and suppliers
C) Create one value stream for every lifecycle phase of support requests
D) Create one value stream for the entire set of support activities

2. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
B) Service Level Management practice using SLAs and OLAs to enforce response targets
C) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
D) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright

3. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Review skills and competencies of user support staff to ensure they have the required capability
B) Use value stream mapping to help understand the end-to-end flow of user support
C) Improve the integration of tools to ensure there are no gaps between processes
D) Encourage teams to collaborate so they can focus on value for users

4. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Interview customers about their preferences
B) Involve many users from every target group in all steps of the design
C) Create realistic user personas based on the gathered user data
D) Use the latest technology capabilities to improve the look and feel of the designed solution

5. During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A) Release Management practice
B) Service Validation and Testing practice
C) Change Enablement practiceright
D) Infrastructure and Platform Management practice

Solutions: