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

1. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that errors in the software that caused incidents are fixed
B) Ensure that solutions provided by suppliers are captured and shared in the support team
C) Ensure that solutions provided by the supplier are tested
D) Avoid transferring incidents to an external supplier as long as possible

2. Which is an example of a divisional organizational structure?

A) An organization which does not have a layered management structure
B) An organization which uses a grid of reporting relationships
C) An organization which has arranged its teams in a hierarchical authority structure
D) An organization which has a different business unit for each of its products

3. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Cooperation
B) Algorithmic task
C) Servant leadership
D) Heuristic task

4. A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

A) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
B) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
C) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
D) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness

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

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

Solutions: