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| Section | Objectives |
|---|
| Service Performance and Measurement | - Metrics and KPIs
- 1. Service level metrics
- 2. Performance indicators alignment
- Continual improvement
- 1. Improvement models and practices
- 2. Feedback loops and reporting
|
| Organizational Structure and Service Value System | - Service value chain integration
- 1. Plan, improve, engage activities
- 2. Design and transition considerations
- ITIL Service Value System (SVS)
- 1. Guiding principles application
- 2. Governance and value co-creation concepts
|
| Team Collaboration and Shift-Left Approach | - Shift-left principles
- 1. Knowledge management empowerment
- 2. Early resolution of incidents
- Collaborative practices
- 1. Cross-functional teamwork
- 2. Agile and DevOps integration
|
| ITSM Practices in Create, Deliver and Support | - Change Enablement
- 1. Change control and risk assessment
- Service Desk
- 1. User support and communication channels
- Problem Management
- 1. Root cause analysis and prevention
- Service Level Management
- 1. SLAs and service expectations
- Incident Management
- 1. Incident lifecycle and resolution
|
| Value Streams and Service Delivery | - Workflow optimization
- 1. Eliminating waste in processes
- 2. Lean principles in service delivery
- Value stream mapping
- 1. Design-to-transition value streams
- 2. Incident-to-resolution value streams
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q33-Q38):
NEW QUESTION # 33
Which is an example of a divisional organizational structure?
- A. An organization which has arranged its teams in a hierarchical authority structure
- B. An organization which does not have a layered management structure
- C. An organization which uses a grid of reporting relationships
- D. An organization which has a different business unit for each of its products
Answer: D
NEW QUESTION # 34
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. Initiate development changes as emergency changes so that errors can be identified quickly
- B. Increase the size of development changes to make them easier to handle and increase success
- C. Create a change model for development changes that includes the use of safe-to-fail testing
- D. Create a standard change model for development changes and initiate as a service request
Answer: C
NEW QUESTION # 35
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. ICI/CD
- B. Integration and data sharing
- C. Customer orientation
- D. Robotic process automation
Answer: B
NEW QUESTION # 36
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. Service Level Management practice using SLAs and OLAs to enforce response targets
- B. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
- C. Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
- D. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
Answer: B,D
Explanation:
Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.
NEW QUESTION # 37
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. Delegate to the vendor testing of the terminals and the card payment system
- C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- D. Include user experience and perception in the scope of testing and involve multiple teams
Answer: D
NEW QUESTION # 38
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