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

1. Which statement about `service integration as a service' isCORRECT?

A) The service integrator provides services and manages other vendors
B) Multiple vendors provide the service integration and management function
C) The service integrator does not deliver any services to the organization
D) The service integrator can be easily replaced by other vendors to leverage better pricing

2. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
B) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
C) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
D) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach

3. A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A) 1 and 2
B) 3 and 4
C) 2 and 3
D) 1 and 4

4. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
B) An incident resolved within the target SLA time, enabling efficient use of service desk resources
C) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
D) An accurate and complete incident record, enabling subsequent trend analysis of incidents

5. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Have leaders actively demonstrate and promote innovative practices
B) Introduce rules for innovation and adaptability across all teams
C) Base performance evaluations solely on the number of innovative ideas generated
D) Limit the cultural shift initiatives to only the newer employees

Solutions: