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

1. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Continual improvement practice
B) Workforce and talent management practiceright
C) Organizational change management practice
D) Service desk practice

2. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A) Service Desk practice
B) Service Request Management practice
C) Service Level Management Practice
D) Financial Management practiceright

3. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Use value stream mapping to help understand the end-to-end flow of user support
B) Review skills and competencies of user support staff to ensure they have the required capability
C) Improve the integration of tools to ensure there are no gaps between processes
D) Encourage teams to collaborate so they can focus on value for users

4. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Continual improvement practice
B) Workforce and talent management practiceright
C) Organizational change management practice
D) Service desk practice

5. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) 'Service integration and management' manages multiple suppliers in a single value stream
B) Service integration and management' is independent of the organization's value streams
C) Service integration and management' cannot be used in an organization that uses value streams
D) 'Service integration and management' creates a separate value stream for each supplier

Solutions: