PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Exam Practice Test Instant Access

Question 1

To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.

Which improvement is MOST LIKELY to improve the entire value stream?

AReducing the time spent assessing and approving changes

BDesigning a continuous integration/continuous delivery pipeline

CReducing the time it takes to provide environments for projects

DMinimizing handoffs between specialists within a development team

Answer : B

Designing a continuous integration/continuous delivery (CI/CD) pipeline improves the entire end-to-end value stream by enabling faster, automated delivery of product innovations to customers.

Question 2

An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

Which approach would help to resolve this situation?

AContinuous integration

BContinuous delivery

CContinuous deployment

DChange enablement

Answer : A

Continuous integration resolves delays by ensuring that developers frequently merge their code into a shared repository, enabling earlier detection of issues and smoother collaboration.

Question 3

Which is an example of results-based measurement and reporting?

AMeasuring and reporting the number of hours worked by service desk staff

BMeasuring and reporting the number of supplier-related interruptions to a service

CMeasuring and reporting customer satisfaction with closed incidents

DMeasuring and reporting the cost of providing a service to customers and users

Answer : C

Measuring and reporting customer satisfaction with closed incidents focuses directly on the outcomes and value delivered to customers, which is the essence of results-based measurement.

Question 4

An organization wishes to acquire a service from a supplier in a different country but with similar working hours.

Which sourcing model should they use?

AOnshoring

BInsourcing

COffshoring

DNearshoring

Answer : D

Nearshoring involves sourcing services from a supplier in a nearby country with similar working hours, facilitating easier communication and collaboration.

Question 5

An organization is moving from a process-based approach to a value-stream based approach for managing user issues.

Which of these activities should the organization do FIRST?

AConsider how the service desk teams can be involved at an earlier stage in the creation of a service.

BIdentify the activities which could be improved by the use of automation

CUnderstand which steps contribute least to the support of the service

DUnderstand the situations in which incidents and service requests will be initiated

Answer : D

Understanding the situations where incidents and service requests are initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.

Question 6

Which statement about collaboration is CORRECT?

ACollaboration focuses on the organization's goals

BCollaboration should be used instead of swarming or

CCollaboration can be enforced by aligning metrics between teams

DCollaboration is most useful for standardized work

Answer : A

Collaboration is fundamentally about focusing on the organization's goals, ensuring that different teams and individuals work together toward shared outcomes.

Question 7

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?

AResults-based measurement

BAdvanced analytics

COutsourcing

DSwarming

Answer : D

Swarming involves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.

PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support ITIL 4 Specialist: Create, Deliver and Support Exam Practice Test