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

1. A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A) One value stream for the organization, and separate value streams for each supplier
B) One value stream for resolving incidents, and a separate value stream for managing service requests
C) One value stream for the organization, and separate value streams for each team
D) One value stream for all activity that arrives via the service desk

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

3. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

A) Automate repeatable work activities
B) Introduce additional sources of demand
C) Determine where work is sitting in queues
D) Compare the map to actual activities

4. A healthcare organization is implementing data analytics to analyze patient dat

A) To prioritize and resolve requests for patient data
B) To highlight bottlenecks in the organization's workflows when collecting patient data
C) To improve decision-making based on patient data analysis
D) To understand the relationships between patient data and the healthcare's business services
E) Why is data analytics important in this context?

5. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A) Artificial intelligence
B) Information models
C) ITSM software
D) Advanced analytics

Solutions: