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

2. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Social media
B) Topic-based forums
C) Event surveys
D) Self-service portals

3. In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

A) Service Request Management practice
B) Event Management practice
C) Incident Management practiceright
D) Problem Management practice

4. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B) Identify the activities which could be improved by the use of automation
C) Understand the situations in which incidents and service requests will be initiated
D) Understand which steps contribute least to the support of the service

5. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A) Continuous deployment
B) Continual improvement
C) Continuous delivery
D) Continuous integration

Solutions: