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

1. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A) Improve operations team training
B) Improve filtering of operations data
C) Renegotiate service level targets
D) Recruit additional operations staff

2. Which is an example of a divisional organizational structure?

A) An organization which has a different business unit for each of its products
B) An organization which has arranged its teams in a hierarchical authority structure
C) An organization which uses a grid of reporting relationships
D) An organization which does not have a layered management structure

3. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Matrix
B) Flat
C) Divisional
D) Functional

4. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Commoditization of service components
B) Customer demand for personalized products
C) Service components lacking mass-market adoption
D) Organization-specific requirements for service functionality

5. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Reducing the time it takes to provide environments for projects
B) Minimizing handoffs between specialists within a development team
C) Designing a continuous integration/continuous delivery pipeline
D) Reducing the time spent assessing and approving changes

Solutions: