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

2. A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

A) Implementing point-to-point integration for each system
B) Using incremental delivery for the integration of multiple components
C) Choosing direct integration with no predetermined order for deployment
D) Adopting a 'big bang' approach for all integrations simultaneously

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

4. In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

A) Service Desk practiceright
B) Event Management practice
C) Knowledge Management practice
D) Incident Management practice

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

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

Solutions: