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

1. 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) Release Management practiceright
B) Change Enablement practice
C) Software Development and Management practice
D) Service Validation and Testing practice

2. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Servant leadership
B) Heuristic task
C) Cooperation
D) Algorithmic task

3. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that solutions provided by suppliers are captured and shared in the support team
B) Ensure that solutions provided by the supplier are tested
C) Avoid transferring incidents to an external supplier as long as possible
D) Ensure that errors in the software that caused incidents are fixed

4. 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) Change Enablement practiceright
B) Service Validation and Testing practice
C) Infrastructure and Platform Management practice
D) Release Management practice

5. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

A) Compare the map to actual activities
B) Introduce additional sources of demand
C) Automate repeatable work activities
D) Determine where work is sitting in queues

Solutions: