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

1. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Insourcing
B) Offshoring
C) Nearshoring
D) Onshoring

2. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
B) Centralize specialist skills into a single center of excellence to drive deep expertise
C) Strengthen hierarchical governance to enforce stringent SLAs between teams
D) Minimize handover points by assigning end-to-end ownership to existing departments

3. 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 creation of new and changed services; it does not contribute to other value streams
B) Deployment management does not play any role in the incident resolution value stream
C) Deployment management plays an important role in any value stream requiring transition of service components to production environment
D) Deployment management plays an important role only in creation of new services developed within the organization

4. Which is an example of a divisional organizational structure?

A) An organization which has a different business unit for each of its products
B) An organization which does not have a layered management structure
C) An organization which uses a grid of reporting relationships
D) An organization which has arranged its teams in a hierarchical authority structure

5. In which circumstances should an organization buy, rather than build, software?

A) The organization is part of a regulated industry and has a strong focus on internal policies
B) The requirements of the organization are frequently changing because of rapid expansion
C) The consumers of the software have many and varied customization requirements
D) The software is widely available and its features are standardized across most organizations

Solutions: