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

1. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Promote a culture of learning and development
B) Hold regular meetings focusing on problem solutions
C) Encourage informal teams across the organization
D) Incorporate the organization's vision into the team culture

2. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Commoditization of service components
B) Customer demand for personalized products
C) Organization-specific requirements for service functionality
D) Service components lacking mass-market adoption

3. 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) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
C) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
D) Service Level Management practice using SLAs and OLAs to enforce response targets

4. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Start where you are
B) Collaborate and promote visibilityright
C) Think and work holisticallyright
D) Focus on value
E) Keep it simple and practical

5. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A) Focus testing solely on user experience and delegate it to operational teams
B) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
C) Delegate to the vendor testing of the terminals and the card payment system
D) Include user experience and perception in the scope of testing and involve multiple teams

Solutions: