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

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

2. 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

3. Which of the following involves consideration of the skills and availability of both internal and external resources?

A) Swarming
B) Build vs buy
C) Triage prioritization
D) Shift-left approach

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

5. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
D) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

Solutions: