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

1. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Create a change model for development changes that includes the use of safe-to-fail testing
B) Create a standard change model for development changes and initiate as a service request
C) Increase the size of development changes to make them easier to handle and increase success
D) Initiate development changes as emergency changes so that errors can be identified quickly

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

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

3. In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

A) Problem Management practice
B) Incident Management practiceright
C) Service Request Management practice
D) Event Management practice

4. Which is an example of using a `shift-left' approach to optimize password resets?

A) Automatically assign a high priority to password reset requests to resolve them faster
B) Encourage users to remember or safely record their passwords to reduce the number of password resets
C) Train service desk agents to categorize password resets as service requests
D) Allow users to reset their own passwords using an automated tool

5. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Implement Agile methods to improve software development
B) Use automation to optimize service value streams
C) Use value stream mapping to analyze and optimize end-to-end workflows
D) Implement the continual improvement model for all teams to follow

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