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

1. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A) Service Desk practice
B) Service Request Management practice
C) Service Level Management Practice
D) Financial Management practiceright

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

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

3. Which statement about collaboration is CORRECT?

A) Collaboration is most useful for standardized work
B) Collaboration focuses on the organization's goals
C) Collaboration can be enforced by aligning metrics between teams
D) Collaboration should be used instead of swarming or

4. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Workforce and talent management practiceright
B) Organizational change management practice
C) Service desk practice
D) Continual improvement practice

5. An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A) Inventory and discovery of IT assets
B) Advanced analytics
C) High availability and security
D) Flexible workflow automation

Solutions: