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

1. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A) Continuous delivery
B) Change enablement
C) Continuous deployment
D) Continuous integration

2. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Strengthen hierarchical governance to enforce stringent SLAs between teams
B) Minimize handover points by assigning end-to-end ownership to existing departments
C) Centralize specialist skills into a single center of excellence to drive deep expertise
D) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright

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

4. A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A) 1 and 2
B) 3 and 4
C) 2 and 3
D) 1 and 4

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

Solutions: