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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:

1. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A) Ensure that corporate culture fits into the cultural context of the teams
B) Encourage cultural diversity without boundaries or constraints
C) Define and promote a uniform corporate culture across all teams
D) Ensure that diverse team cultures are aligned with the company's values

2. 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) Service desk practice
C) Workforce and talent management practiceright
D) Continual improvement practice

3. 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) Include user experience and perception in the scope of testing and involve multiple teams
D) Delegate to the vendor testing of the terminals and the card payment system

4. What approach can ensure testing happens earlier in the development lifecycle?

A) Shift-left
B) Managing work as tickets
C) Robotic process automation
D) Service integration and management

5. In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A) Establish strict internal SLAs focused on operational efficiency
B) Implement chargeback mechanisms to enforce financial accountability per department
C) Centralize performance dashboards on tool-generated metrics for executive reporting
D) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright

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