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

1. 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) Implementation
B) Inspiration and empathy
C) Ideation
D) Prototyping

2. 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

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

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

4. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Promote a culture of learning and development
B) Incorporate the organization's vision into the team culture
C) Encourage informal teams across the organization
D) Hold regular meetings focusing on problem solutions

5. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Commoditization of service components
B) Organization-specific requirements for service functionality
C) Customer demand for personalized products
D) Service components lacking mass-market adoption

Solutions: