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

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

2. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Optimize and automate
B) Focus on value
C) Progress iteratively with feedback
D) Think and work holistically

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

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

5. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A) Define and promote a uniform corporate culture across all teams
B) Encourage cultural diversity without boundaries or constraints
C) Ensure that diverse team cultures are aligned with the company's values
D) Ensure that corporate culture fits into the cultural context of the teams

Solutions: