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

1. 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 practices required to support the service
C) The methods used to manage the development work
D) The number of suppliers that will be used to source service components

2. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Limit the number of incoming queries so they could be processed on time
B) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
C) Increase capacity to process all queries without delays
D) Prioritize queues using a combination of criteria to maximize value and minimize risks

3. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Minimize handover points by assigning end-to-end ownership to existing departments
B) Centralize specialist skills into a single center of excellence to drive deep expertise
C) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
D) Strengthen hierarchical governance to enforce stringent SLAs between teams

4. Which is an example of using a `shift-left' approach to optimize password resets?

A) Allow users to reset their own passwords using an automated tool
B) Automatically assign a high priority to password reset requests to resolve them faster
C) Encourage users to remember or safely record their passwords to reduce the number of password resets
D) Train service desk agents to categorize password resets as service requests

5. 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) Unit
B) System
C) Acceptance
D) Integration

Solutions: