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

1. 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?

A) Insourcing
B) Onshoring
C) Nearshoring
D) Offshoring

2. An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A) System
B) Unit
C) Acceptance
D) Integration

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

4. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Limit the cultural shift initiatives to only the newer employees
B) Introduce rules for innovation and adaptability across all teams
C) Have leaders actively demonstrate and promote innovative practices
D) Base performance evaluations solely on the number of innovative ideas generated

5. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the change authorization procedures
B) Review the incident resolution targets
C) Review the incident management process
D) Review the incident resolution value stream

Solutions: