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

1. 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) Introduce rules for innovation and adaptability across all teams
B) Base performance evaluations solely on the number of innovative ideas generated
C) Limit the cultural shift initiatives to only the newer employees
D) Have leaders actively demonstrate and promote innovative practices

2. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Information Security Management Practice
B) Service Level Management Practice
C) Relationship Management practice
D) Service Design practiceright

3. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Determine where work is sitting in queues
B) Compare the map to actual activities
C) Automate repeatable work activities
D) Introduce additional sources of demand

4. 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) Continuous deployment
C) Continuous integration
D) Change enablement

5. 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) High availability and security
C) Advanced analytics
D) Flexible workflow automation

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