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

1. A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A) Review the change enablement practice
B) Review the incident resolution value stream
C) Review the incident resolution targets
D) Review the incident management practice

2. A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

A) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
B) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
C) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
D) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright

3. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Service components lacking mass-market adoption
B) Commoditization of service components
C) Organization-specific requirements for service functionality
D) Customer demand for personalized products

4. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A) Technical knowledge of the supported products
B) Knowledge of how to log incidents and service requests
C) Commitment to continual improvement
D) Experience of financial management

5. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Think and work holistically
B) Optimize and automate
C) Progress iteratively with feedback
D) Focus on value

Solutions: