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

1. An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

A) Infrastructure and Platform Management practice
B) Deployment Management practiceright
C) Change Enablement practice
D) Release Management practice

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

3. Which statement about `service integration as a service' isCORRECT?

A) The service integrator can be easily replaced by other vendors to leverage better pricing
B) The service integrator provides services and manages other vendors
C) The service integrator does not deliver any services to the organization
D) Multiple vendors provide the service integration and management function

4. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Advanced analytics
B) Results-based measurement
C) Swarming
D) Outsourcing

5. A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A) One value stream for the organization, and separate value streams for each supplier
B) One value stream for resolving incidents, and a separate value stream for managing service requests
C) One value stream for the organization, and separate value streams for each team
D) One value stream for all activity that arrives via the service desk

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