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

1. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Invest in targeted training programmes for existing staff in relevant emerging technologies
B) Increase the total number of employees focusing on new hires with expertise in emerging technologies
C) Outsource the development of new technology segments to specialized vendors
D) Restructure the organization to create specialized departments for emerging technologies

2. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Divisional
B) Flat
C) Functional
D) Matrix

3. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A) Limit the use of tickets to major and high-priority incidents
B) Validate the data, when tickets are being created by service desk agents
C) Use swarming to improve collaboration and validate information
D) Train agents to capture the information required by each support team

4. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
B) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
C) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
D) Service Level Management practice using SLAs and OLAs to enforce response targets

5. An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

A) Create one value stream for the entire set of support activities
B) Create one value stream for every lifecycle phase of support requests
C) Create one value stream for each support team
D) Create separate value streams for practices, people, tools and suppliers

Solutions: