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| Section | Weight | Objectives |
|---|
| Topic 1: Deliver and transition services | 25% | - Service delivery and operational practices
- 1. Service operation and control
- 2. Service integration and management
- Service transition and change management
- 1. Change enablement and release management
- 2. Deployment and implementation
|
| Topic 2: Create and develop services | 25% | - Quality assurance and validation
- 1. Service level management
- 2. Testing and verification
- Service design and development practices
- 1. Service components and architecture
- 2. Requirements definition and specification
|
| Topic 3: Support and improve services | 25% | - Performance measurement and improvement
- 1. Continual improvement practices
- 2. Metrics and monitoring
- Service support and incident management
- 1. Incident and problem management
- 2. Service desk and request fulfilment
|
| Topic 4: Plan and build service value streams | 25% | - Resource and capability management
- 1. Buy vs build and sourcing strategies
- 2. Planning and allocation
- Service value system and value streams
- 1. Designing value streams and workflows
- 2. Core concepts and principles
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q81-Q86):
NEW QUESTION # 81
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 the organization, and separate value streams for each supplier
- B. One value stream for resolving incidents, and a separate value stream for managing service requests
- C. One value stream for all activity that arrives via the service desk
- D. One value stream for the organization, and separate value streams for each team
Answer: C
NEW QUESTION # 82
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
- A. Focus testing solely on user experience and delegate it to operational teams
- B. Include user experience and perception in the scope of testing and involve multiple teams
- C. Delegate to the vendor testing of the terminals and the card payment system
- D. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
Answer: B
NEW QUESTION # 83
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
- A. Continuous integration
- B. Continuous deployment
- C. Continual improvement
- D. Continuous delivery
Answer: A
NEW QUESTION # 84
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?
- A. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
- B. Centralize specialist skills into a single center of excellence to drive deep expertise
- C. Minimize handover points by assigning end-to-end ownership to existing departments
- D. Strengthen hierarchical governance to enforce stringent SLAs between teams
Answer: A
Explanation:
ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.
NEW QUESTION # 85
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. Organizational change management practice
- B. Workforce and talent management practiceright
- C. Continual improvement practice
- D. Service desk practice
Answer: B
Explanation:
The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.
NEW QUESTION # 86
......
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