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

1. A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

A) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
B) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
C) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
D) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays

2. 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) Offshoring
B) Onshoring
C) Insourcing
D) Nearshoring

3. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Use automation to optimize service value streams
B) Implement the continual improvement model for all teams to follow
C) Implement Agile methods to improve software development
D) Use value stream mapping to analyze and optimize end-to-end workflows

4. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Restructure the organization to create specialized departments for emerging technologies
B) Invest in targeted training programmes for existing staff in relevant emerging technologies
C) Increase the total number of employees focusing on new hires with expertise in emerging technologies
D) Outsource the development of new technology segments to specialized vendors

5. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Algorithmic task
B) Heuristic task
C) Servant leadership
D) Cooperation

Solutions: