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

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

2. A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A) Knowledge management
B) Service level management
C) Service validation and testing
D) Service desk

3. 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 separate value streams for practices, people, tools and suppliers
D) Create one value stream for each support team

4. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Heuristic task
B) Cooperation
C) Algorithmic task
D) Servant leadership

5. A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A) Review the change enablement practice
B) Review the incident resolution value stream
C) Review the incident resolution targets
D) Review the incident management practice

Solutions: