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

1. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) An accurate and complete incident record, enabling subsequent trend analysis of incidents
B) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
C) An incident resolved within the target SLA time, enabling efficient use of service desk resources
D) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article

2. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Organization-specific requirements for service functionality
B) Service components lacking mass-market adoption
C) Customer demand for personalized products
D) Commoditization of service components

3. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Optimize and automate
B) Focus on value
C) Progress iteratively with feedback
D) Think and work holistically

4. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Encourage informal teams across the organization
B) Hold regular meetings focusing on problem solutions
C) Promote a culture of learning and development
D) Incorporate the organization's vision into the team culture

5. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A) An item logged yesterday at 11:00
B) An item logged yesterday at 09:00
C) An item logged today at 09:00
D) An item logged today at 11:00

Solutions: