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

1. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A) An item logged today at 11:00
B) An item logged yesterday at 09:00
C) An item logged yesterday at 11:00
D) An item logged today at 09:00

2. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A) Include user experience and perception in the scope of testing and involve multiple teams
B) Delegate to the vendor testing of the terminals and the card payment system
C) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
D) Focus testing solely on user experience and delegate it to operational teams

3. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Swarming
B) Results-based measurement
C) Advanced analytics
D) Outsourcing

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

5. 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) Outsource the development of new technology segments to specialized vendors
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) Restructure the organization to create specialized departments for emerging technologies

Solutions: