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

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

2. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Review skills and competencies of user support staff to ensure they have the required capability
B) Improve the integration of tools to ensure there are no gaps between processes
C) Encourage teams to collaborate so they can focus on value for users
D) Use value stream mapping to help understand the end-to-end flow of user support

3. Which is an example of a divisional organizational structure?

A) An organization which has arranged its teams in a hierarchical authority structure
B) An organization which uses a grid of reporting relationships
C) An organization which does not have a layered management structure
D) An organization which has a different business unit for each of its products

4. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Relationship Management practice
B) Service Design practiceright
C) Service Level Management Practice
D) Information Security Management Practice

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

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

Solutions: