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

1. Which is an example of using a `shift-left' approach to optimize password resets?

A) Allow users to reset their own passwords using an automated tool
B) Automatically assign a high priority to password reset requests to resolve them faster
C) Train service desk agents to categorize password resets as service requests
D) Encourage users to remember or safely record their passwords to reduce the number of password resets

2. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Centralize specialist skills into a single center of excellence to drive deep expertise
B) Strengthen hierarchical governance to enforce stringent SLAs between teams
C) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
D) Minimize handover points by assigning end-to-end ownership to existing departments

3. Which is an example of a divisional organizational structure?

A) An organization which has arranged its teams in a hierarchical authority structure
B) An organization which does not have a layered management structure
C) An organization which uses a grid of reporting relationships
D) An organization which has a different business unit for each of its products

4. In which circumstances should an organization buy, rather than build, software?

A) The consumers of the software have many and varied customization requirements
B) The requirements of the organization are frequently changing because of rapid expansion
C) The organization is part of a regulated industry and has a strong focus on internal policies
D) The software is widely available and its features are standardized across most organizations

5. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Service Design practiceright
B) Relationship Management practice
C) Service Level Management Practice
D) Information Security Management Practice

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