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

1. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
B) Deployment management plays an important role only in creation of new services developed within the organization
C) Deployment management does not play any role in the incident resolution value stream
D) Deployment management plays an important role in any value stream requiring transition of service components to production environment

2. How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A) By focusing on increasing employees' technical experience
B) By continually adapting roles to evolving organizational requirements
C) By making it easier for employees to focus on one role
D) By creating career paths dedicated to single technologies

3. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A) Focus testing solely on user experience and delegate it to operational teams
B) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
C) Delegate to the vendor testing of the terminals and the card payment system
D) Include user experience and perception in the scope of testing and involve multiple teams

4. During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A) Inspiration and empathy
B) Implementation
C) Ideation
D) Prototyping

5. Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A) Swarming
B) Shift-left
C) Shortest item first
D) Robotic process automation

Solutions: