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

1. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A) Workforce planning and management
B) A continual improvement culture
C) Working with a customer-oriented mindset
D) Shift-left

2. 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?

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

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

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

5. 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?

A) Onshoring
B) Nearshoring
C) Insourcing
D) Offshoring

Solutions: