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

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

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

3. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
B) Service Level Management practice using SLAs and OLAs to enforce response targets
C) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
D) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright

4. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Service Validation and Testingright
B) Release Management
C) Service Level Management
D) Change Enablement

5. Which statement about `service integration as a service' isCORRECT?

A) The service integrator provides services and manages other vendors
B) Multiple vendors provide the service integration and management function
C) The service integrator does not deliver any services to the organization
D) The service integrator can be easily replaced by other vendors to leverage better pricing

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