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

1. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Service Level Management practice using SLAs and OLAs to enforce response targets
B) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
C) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
D) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright

2. A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

A) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
B) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
C) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
D) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities

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

4. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Invest in targeted training programmes for existing staff in relevant emerging technologies
B) Outsource the development of new technology segments to specialized vendors
C) Increase the total number of employees focusing on new hires with expertise in emerging technologies
D) Restructure the organization to create specialized departments for emerging technologies

5. 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) 2 and 3
B) 1 and 4
C) 1 and 2
D) 3 and 4

Solutions: