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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) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
D) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness

2. A healthcare organization is implementing data analytics to analyze patient dat

A) To improve decision-making based on patient data analysis
B) To prioritize and resolve requests for patient data
C) Why is data analytics important in this context?
D) To understand the relationships between patient data and the healthcare's business services
E) To highlight bottlenecks in the organization's workflows when collecting patient data

3. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Focus on value
B) Collaborate and promote visibilityright
C) Keep it simple and practical
D) Start where you are
E) Think and work holisticallyright

4. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Onshoring
B) Offshoring
C) Insourcing
D) Nearshoring

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

Solutions: