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

1. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A) An item logged yesterday at 11:00
B) An item logged today at 09:00
C) An item logged yesterday at 09:00
D) An item logged today at 11:00

2. 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) Base performance evaluations solely on the number of innovative ideas generated
C) Limit the cultural shift initiatives to only the newer employees
D) Introduce rules for innovation and adaptability across all teams

3. Which is an example of results-based measurement and reporting?

A) Measuring and reporting the number of hours worked by service desk staff
B) Measuring and reporting the cost of providing a service to customers and users
C) Measuring and reporting the number of supplier-related interruptions to a service
D) Measuring and reporting customer satisfaction with closed incidents

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

5. An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A) Advanced analytics
B) High availability and security
C) Inventory and discovery of IT assets
D) Flexible workflow automation

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