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

1. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) 'Service integration and management' creates a separate value stream for each supplier
B) Service integration and management' cannot be used in an organization that uses value streams
C) Service integration and management' is independent of the organization's value streams
D) 'Service integration and management' manages multiple suppliers in a single value stream

2. A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A) Use comprehensive complex simulations to test the workflow
B) Enable variance of quality and cost of services
C) Define and optimize an individual value stream for each team involved in service creation
D) Integrate feedback loops and escalation mechanisms in the workflow

3. Which statement about `service integration as a service' isCORRECT?

A) Multiple vendors provide the service integration and management function
B) The service integrator does not deliver any services to the organization
C) The service integrator provides services and manages other vendors
D) The service integrator can be easily replaced by other vendors to leverage better pricing

4. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management does not play any role in the incident resolution value stream
B) Deployment management plays an important role only in creation of new services developed within the organization
C) Deployment management plays an important role in any value stream requiring transition of service components to production environment
D) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams

5. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Allocate one most suitable channel to each customer type
B) Close the least popular communication channels to reduce the complexity
C) Assign dedicated service desk agents to monitor each channel
D) Integrate all channels to support smooth switching between them for users and support agents

Solutions: