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

2. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that solutions provided by the supplier are tested
B) Ensure that solutions provided by suppliers are captured and shared in the support team
C) Ensure that errors in the software that caused incidents are fixed
D) Avoid transferring incidents to an external supplier as long as possible

3. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A) Information models
B) ITSM software
C) Advanced analytics
D) Artificial intelligence

4. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Improve operations team training
B) Recruit and train additional operations staff
C) Review and automate filtering of operations data
D) Renegotiate service level targets

5. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Designing a continuous integration/continuous delivery pipeline
B) Minimizing handoffs between specialists within a development team
C) Reducing the time spent assessing and approving changes
D) Reducing the time it takes to provide environments for projects

Solutions: