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

1. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A) Service Request Management practice
B) Service Level Management Practice
C) Service Desk practice
D) Financial Management practiceright

2. 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 consumers of the software have many and varied customization requirements
D) The requirements of the organization are frequently changing because of rapid expansion

3. 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) Cooperation
C) Algorithmic task
D) Heuristic task

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 uses a grid of reporting relationships
C) An organization which has arranged its teams in a hierarchical authority structure
D) An organization which does not have a layered management structure

5. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A) Commitment to continual improvement
B) Experience of financial management
C) Technical knowledge of the supported products
D) Knowledge of how to log incidents and service requests

Solutions: