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

1. How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A) By creating career paths dedicated to single technologies
B) By making it easier for employees to focus on one role
C) By continually adapting roles to evolving organizational requirements
D) By focusing on increasing employees' technical experience

2. A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

A) Change Enablement practice
B) Service Validation and Testing practice
C) Software Development and Management practice
D) Release Management practiceright

3. What approach can ensure testing happens earlier in the development lifecycle?

A) Shift-left
B) Managing work as tickets
C) Robotic process automation
D) Service integration and management

4. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Divisional
B) Functional
C) Matrix
D) Flat

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

Solutions: