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

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

2. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Reducing the charges for less busy periods
B) Introducing continuous integration and deployment
C) Engaging with a supplier to outsource tasks
D) Increasing the number of test specialists

3. In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A) Establish strict internal SLAs focused on operational efficiency
B) Centralize performance dashboards on tool-generated metrics for executive reporting
C) Implement chargeback mechanisms to enforce financial accountability per department
D) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright

4. An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A) Flexible workflow automation
B) High availability and security
C) Inventory and discovery of IT assets
D) Advanced analytics

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

Solutions: