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

1. 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) 1 and 2
B) 3 and 4
C) 1 and 4
D) 2 and 3

2. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Matrix
B) Divisional
C) Functional
D) Flat

3. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A) ITSM software
B) Artificial intelligence
C) Information models
D) Advanced analytics

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

5. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Increase the total number of employees focusing on new hires with expertise in emerging technologies
B) Outsource the development of new technology segments to specialized vendors
C) Restructure the organization to create specialized departments for emerging technologies
D) Invest in targeted training programmes for existing staff in relevant emerging technologies

Solutions: