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

1. A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A) Enable variance of quality and cost of services
B) Define and optimize an individual value stream for each team involved in service creation
C) Use comprehensive complex simulations to test the workflow
D) Integrate feedback loops and escalation mechanisms in the workflow

2. A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A) One value stream for resolving incidents, and a separate value stream for managing service requests
B) One value stream for the organization, and separate value streams for each team
C) One value stream for all activity that arrives via the service desk
D) One value stream for the organization, and separate value streams for each supplier

3. 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) Understand the situations in which incidents and service requests will be initiated
C) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
D) Understand which steps contribute least to the support of the service

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

5. In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

A) Incident Management practice
B) Event Management practice
C) Service Desk practiceright
D) Knowledge Management practice

Solutions: