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

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

2. Which is an example of results-based measurement and reporting?

A) Measuring and reporting the cost of providing a service to customers and users
B) Measuring and reporting the number of hours worked by service desk staff
C) Measuring and reporting the number of supplier-related interruptions to a service
D) Measuring and reporting customer satisfaction with closed incidents

3. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Encourage teams to collaborate so they can focus on value for users
B) Review skills and competencies of user support staff to ensure they have the required capability
C) Improve the integration of tools to ensure there are no gaps between processes
D) Use value stream mapping to help understand the end-to-end flow of user support

4. 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) ICI/CD
C) Customer orientation
D) Integration and data sharing

5. An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

A) Change Enablement practice
B) Infrastructure and Platform Management practice
C) Release Management practice
D) Deployment Management practiceright

Solutions: