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

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

2. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Use value stream mapping to analyze and optimize end-to-end workflows
B) Implement Agile methods to improve software development
C) Use automation to optimize service value streams
D) Implement the continual improvement model for all teams to follow

3. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management plays an important role only in creation of new services developed within the organization
B) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
C) Deployment management does not play any role in the incident resolution value stream
D) Deployment management plays an important role in any value stream requiring transition of service components to production environment

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

5. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A) Renegotiate service level targets
B) Improve operations team training
C) Improve filtering of operations data
D) Recruit additional operations staff

Solutions: