PEOPLECERT ITIL-4-Specialist-Create-Deliver-and-Support practice materials Questions Answers

Exam Code:
ITIL-4-Specialist-Create-Deliver-and-Support
Exam Name:
PeopleCert ITIL 4 Specialist: Create, Deliver and Support Exam
Last Update:
Jun 01,2026

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Page: 1 / 8
Total Questions: 40

Questions & Answers PDF

• Question 1

  

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

  • An item logged yesterday at 09:00
  • An item logged yesterday at 11:00
  • An item logged today at 09:00
  • An item logged today at 11:00

  Reveal Answer Answer: D Next Question

• Question 2

  

  During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.What ‘design thinking’ activity is this an example of?

  • Inspiration and empathy
  • Ideation
  • Implementation
  • Prototyping

  Reveal Answer Answer: B Next Question

• Question 3

  

  Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

  • Robotic process automation
  • Integration and data sharing
  • Customer orientation
  • ICI/CD

  Reveal Answer Answer: B Next Question

• Question 4

  

  An organization wishes to acquire a service from a supplier in a different country but with similar working hours.Which sourcing model should they use?

  • Onshoring
  • Insourcing
  • Offshoring
  • Nearshoring

  Reveal Answer Answer: D Next Question

• Question 5

  

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

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

  Reveal Answer Answer: C Next Question

• Question 6

  

  Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

  • Artificial intelligence
  • ITSM software
  • Information models
  • Advanced analytics

  Reveal Answer Answer: A Next Question

• Question 7

  

  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?

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

  Reveal Answer Answer: D Next Question

• Question 8

  

  An organization is moving from a process-based approach to a value-stream based approach for managing user issues.Which of these activities should the organization do FIRST?

  • Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
  • Identify the activities which could be improved by the use of automation
  • Understand which steps contribute least to the support of the service
  • Understand the situations in which incidents and service requests will be initiated

  Reveal Answer Answer: D Next Question

• Question 9

  

  A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed.Which factor would MOST LIKELY influence the need for multiple value streams?

  • The methods used to manage the development work
  • Whether the service is being created for internal or external customers
  • The number of practices required to support the service
  • The number of suppliers that will be used to source service components

  Reveal Answer Answer: A Next Question

• Question 10

  

  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?

  • Measure individual changes by the output that they create
  • Measure the overall success of multiple changes by the output that is created
  • Measure individual changes by the outcome that they create
  • Measure the overall success of multiple changes by the outcome that is created
  • 1 and 2
  • 2 and 3
  • 3 and 4
  • 1 and 4

  Reveal Answer Answer: C Next Question

Page: 1 / 8
Total Questions: 40

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