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| Section | Objectives |
|---|
| Topic 1: Information and Technology | - Supporting technologies
- 1. Service management technologies
- 2. Automation and tool integration
|
| Topic 2: Introduction to Create, Deliver and Support | - Core concepts of service value streams
- 1. Service value system integration
- 2. Value streams and workflows
|
| Topic 3: Value Stream Design and Development | - Designing service value streams
- 1. Customer journey mapping
- 2. Service design considerations
|
| Topic 4: Prioritization and Work Management | - Work planning and prioritization
- 1. Backlog management
- 2. Capacity and demand management
|
| Topic 5: Organizational Structure and Teams | - Team culture and collaboration
- 1. Workforce planning and development
- 2. Team capabilities and competencies
|
| Topic 6: Create, Deliver and Support Practices | - Service performance and quality
- 1. Continual improvement
- 2. Monitoring and measurement
- Supporting management practices
- 1. Problem management
- 2. Knowledge management
- 3. Service desk
- 4. Change enablement
- 5. Incident management
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q16-Q21):
NEW QUESTION # 16
During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?
- A. Release Management practice
- B. Change Enablement practiceright
- C. Service Validation and Testing practice
- D. Infrastructure and Platform Management practice
Answer: B
Explanation:
The Change Enablement practice governs how changes are proposed, approved and implemented, including the use of change models that codify environment provisioning and configuration baselines. By embedding automated, low-risk change models and requiring peer- reviewed approvals for any environment update, Change Enablement prevents unauthorized manual tweaks, ensures every change is traceable, and locks test environments into exact production-equivalent states.
NEW QUESTION # 17
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
- A. Define and optimize an individual value stream for each team involved in service creation
- B. Integrate feedback loops and escalation mechanisms in the workflow
- C. Use comprehensive complex simulations to test the workflow
- D. Enable variance of quality and cost of services
Answer: B
NEW QUESTION # 18
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?
- A. Advanced analytics
- B. Outsourcing
- C. Swarming
- D. Results-based measurement
Answer: C
NEW QUESTION # 19
A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created
- A. 2 and 3
- B. 1 and 4
- C. 1 and 2
- D. 3 and 4
Answer: D
NEW QUESTION # 20
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. Create a standard change model for development changes and initiate as a service request
- C. Create a change model for development changes that includes the use of safe-to-fail testing
- D. Increase the size of development changes to make them easier to handle and increase success
Answer: C
NEW QUESTION # 21
......
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