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| Section | Weight | Objectives |
|---|
| Plan and build service value streams | 25% | - Service value system and value streams
- 1. Core concepts and principles
- 2. Designing value streams and workflows
- Resource and capability management
- 1. Planning and allocation
- 2. Buy vs build and sourcing strategies
|
| Support and improve services | 25% | - Service support and incident management
- 1. Service desk and request fulfilment
- 2. Incident and problem management
- Performance measurement and improvement
- 1. Metrics and monitoring
- 2. Continual improvement practices
|
| Create and develop services | 25% | - Quality assurance and validation
- 1. Service level management
- 2. Testing and verification
- Service design and development practices
- 1. Requirements definition and specification
- 2. Service components and architecture
|
| 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
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q82-Q87):
NEW QUESTION # 82
A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?
- A. Change Enablement practice
- B. Software Development and Management practice
- C. Service Validation and Testing practice
- D. Release Management practiceright
Answer: D
Explanation:
Release Management practice is responsible for defining and governing how software is built, packaged, and deployed across environments. By establishing standardized CI/CD pipelines, enforcing repository structures, and managing artifact versioning policies, it ensures consistency, repeatability, and traceability from development through production. This central oversight accelerates integration, embeds security and quality gates, and reduces deployment failures.Option B is incorrect because Service Validation and Testing focuses on designing and executing tests; it relies on established pipelines but does not own their standardization or governance.
NEW QUESTION # 83
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. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- B. Focus testing solely on user experience and delegate it to operational teams
- C. Delegate to the vendor testing of the terminals and the card payment system
- D. Include user experience and perception in the scope of testing and involve multiple teams
Answer: D
NEW QUESTION # 84
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
- A. Shift-left
- B. Robotic process automation
- C. Shortest item first
- D. Swarming
Answer: A
NEW QUESTION # 85
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
Answer: B
Explanation:
The Incident Management practice owns the complete lifecycle of unplanned service disruptions.
It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority matrices drive automated escalations. It also prescribes major-incident procedures, integrates knowledge- article recommendations into the resolution workflow, and enforces closure criteria once service restoration is verified.
NEW QUESTION # 86
In which circumstances should an organization buy, rather than build, software?
- A. The software is widely available and its features are standardized across most organizations
- B. The organization is part of a regulated industry and has a strong focus on internal policies
- C. The requirements of the organization are frequently changing because of rapid expansion
- D. The consumers of the software have many and varied customization requirements
Answer: A
NEW QUESTION # 87
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