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Guide for PeopleCert ITIL 4 Specialist: Create, Deliver and Support

Quiz PeopleCert ITIL 4 Specialist: Create, Deliver and Support

Free Test
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Quiz

1/10
An organization uses value streams to help them deliver consistent services, and they use ‘service
integration and management’ to manage many different suppliers.
How does ‘service integration and management’ work with the organization’s value streams?
Select the answer
1 correct answer
A.
Service integration and management' is independent of the organization's value streams
B.
Service integration and management' cannot be used in an organization that uses value streams
C.
'Service integration and management' creates a separate value stream for each supplier
D.
'Service integration and management' manages multiple suppliers in a single value stream

Quiz

2/10
A large organization has a centralized service desk, and many different teams that help to resolve
incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?
Select the answer
1 correct answer
A.
One value stream for resolving incidents, and a separate value stream for managing service requests
B.
One value stream for the organization, and separate value streams for each supplier
C.
One value stream for the organization, and separate value streams for each team
D.
One value stream for all activity that arrives via the service desk

Quiz

3/10
A service desk team acts as a single point of contact for its users Service desk team members are the first-
line support however if they are unable to resolve the incidents, they are escalated to second- line support.
This tiered support structure has resulted in large queues of unresolved tickets.
Which concept or approach would help the organization resolve this situation?
Select the answer
1 correct answer
A.
Results-based measurement
B.
Advanced analytics
C.
Outsourcing
D.
Swarming

Quiz

4/10
What approach can ensure testing happens earlier in the development lifecycle?
Select the answer
1 correct answer
A.
Service integration and management
B.
Managing work as tickets
C.
Shift-left
D.
Robotic process automation

Quiz

5/10
Which statement about ‘service integration as a service’ is CORRECT?
Select the answer
1 correct answer
A.
The service integrator can be easily replaced by other vendors to leverage better pricing
B.
The service integrator does not deliver any services to the organization
C.
The service integrator provides services and manages other vendors
D.
Multiple vendors provide the service integration and management function

Quiz

6/10
A cross-functional team is designing a value stream to support the development of a new financial
service. Some members of the team are suggesting that multiple value streams are needed.
Which factor would MOST LIKELY influence the need for multiple value streams?
Select the answer
1 correct answer
A.
The methods used to manage the development work
B.
Whether the service is being created for internal or external customers
C.
The number of practices required to support the service
D.
The number of suppliers that will be used to source service components

Quiz

7/10
Which concept is commonly applied to help organizations process and interpret unstructured text, with
the aim to produce summaries or translations?
Select the answer
1 correct answer
A.
Artificial intelligence
B.
ITSM software
C.
Information models
D.
Advanced analytics

Quiz

8/10
Which of the following involves consideration of the skills and availability of both internal and external
resources?
Select the answer
1 correct answer
A.
Build vs buy
B.
Swarming
C.
Triage prioritization
D.
Shift-left approach

Quiz

9/10
An organization prioritizes its work on a ‘last-in, first-out’ basis. Which work item should be actioned
NEXT?
Select the answer
1 correct answer
A.
An item logged yesterday at 09:00
B.
An item logged yesterday at 11:00
C.
An item logged today at 09:00
D.
An item logged today at 11:00

Quiz

10/10
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?
Select the answer
1 correct answer
A.
Onshoring
B.
Insourcing
C.
Offshoring
D.
Nearshoring
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  • Quiz name:PeopleCert ITIL 4 Specialist: Create, Deliver and Support
  • Total number of questions:280
  • Number of questions for the test:50
  • Pass score:80%

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