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

1. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Social media
B) Topic-based forums
C) Event surveys
D) Self-service portals

2. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
B) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
C) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
D) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright

3. 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) Matrix
B) Functional
C) Flat
D) Divisional

4. A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A) Review the incident management practice
B) Review the change enablement practice
C) Review the incident resolution value stream
D) Review the incident resolution targets

5. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A) Workforce planning and management
B) A continual improvement culture
C) Shift-left
D) Working with a customer-oriented mindset

Solutions: