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| Section | Weight | Objectives |
|---|
| Plan and build service value streams | 25% | - Service value system and value streams
- 1. Designing value streams and workflows
- 2. Core concepts and principles
- Resource and capability management
- 1. Planning and allocation
- 2. Buy vs build and sourcing strategies
|
| 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
|
| Deliver and transition services | 25% | - Service delivery and operational practices
- 1. Service integration and management
- 2. Service operation and control
- Service transition and change management
- 1. Deployment and implementation
- 2. Change enablement and release management
|
| 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
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q31-Q36):
NEW QUESTION # 31
Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)
- A. Think and work holisticallyright
- B. Collaborate and promote visibilityright
- C. Focus on value
- D. Start where you are
- E. Keep it simple and practical
Answer: A,B
Explanation:
"collaborate and promote visibility" breaks down cultural barriers by encouraging shared understanding, transparent workflows, and joint problem-solving sessions. This principle fosters an environment where diverse team members can see how their contributions fit into the bigger picture, reducing misinterpretation and building trust.
"think and work holistically" ensures teams recognize interdependencies across technology, processes, and people. By adopting a holistic mindset, team members appreciate how cultural nuances influence each stage of the service value stream, leading to more empathetic communication and aligned decision-making.
NEW QUESTION # 32
What should an organization consider when deciding to retain or outsource specific IT services?
- A. Transfer of responsibility for highly tailored services
- B. Short-term cost optimization
- C. Immediate staff reduction
- D. Cultural barriers and associated risks
Answer: D
NEW QUESTION # 33
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. Divisional
- B. Functional
- C. Matrix
- D. Flat
Answer: B
NEW QUESTION # 34
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?
- A. Deployment management plays an important role in any value stream requiring transition of service components to production environment
- B. Deployment management does not play any role in the incident resolution value stream
- C. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
- D. Deployment management plays an important role only in creation of new services developed within the organization
Answer: A
NEW QUESTION # 35
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?
- A. The number of practices required to support the service
- B. The number of suppliers that will be used to source service components
- C. Whether the service is being created for internal or external customers
- D. The methods used to manage the development work
Answer: D
NEW QUESTION # 36
......
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