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

1. 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 has a different business unit for each of its products
C) An organization which does not have a layered management structure
D) An organization which uses a grid of reporting relationships

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

3. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
B) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
D) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

4. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Identify the activities which could be improved by the use of automation
B) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
C) Understand the situations in which incidents and service requests will be initiated
D) Understand which steps contribute least to the support of the service

5. A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

A) Software Development and Management practice
B) Service Validation and Testing practice
C) Release Management practiceright
D) Change Enablement practice

Solutions: