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

1. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A) Service Request Management practice
B) Financial Management practiceright
C) Service Level Management Practice
D) Service Desk practice

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

A) Robotic process automation
B) Integration and data sharing
C) Customer orientation
D) ICI/CD

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

A) 2 and 3
B) 3 and 4
C) 1 and 2
D) 1 and 4

4. 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

5. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Renegotiate service level targets
B) Improve operations team training
C) Review and automate filtering of operations data
D) Recruit and train additional operations staff

Solutions: