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

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

2. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) Organizational structure
B) The value of positive communications
C) Shift-left
D) Customer orientation

3. Which is often included in an Agile approach to software development?

A) Advanced analytics
B) Integrated service management toolsets
C) Information models
D) CI/CD

4. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Focus on value
B) Progress iteratively with feedback
C) Think and work holistically
D) Optimize and automate

5. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A) Service Level Management Practice
B) Service Desk practice
C) Financial Management practiceright
D) Service Request Management practice

Solutions: