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

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

2. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident resolution targets
B) Review the change authorization procedures
C) Review the incident resolution value stream
D) Review the incident management process

3. Which statement about collaboration is CORRECT?

A) Collaboration is most useful for standardized work
B) Collaboration can be enforced by aligning metrics between teams
C) Collaboration should be used instead of swarming or
D) Collaboration focuses on the organization's goals

4. 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 09:00
B) An item logged today at 11:00
C) An item logged today at 09:00
D) An item logged yesterday at 11:00

5. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A) Continuous delivery
B) Change enablement
C) Continuous integration
D) Continuous deployment

Solutions: