ITIL 4 Specialist: Create, Deliver and Support (ITIL-4-CDS) Free Practice Test

Question 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. Service Validation and Testing practice

B. Release Management practiceright

C. Software Development and Management practice

D. Change Enablement practice

Correct Answer: B

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Question 2

A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A. Organization-specific requirements for service functionality

B. Commoditization of service components

C. Customer demand for personalized products

D. Service components lacking mass-market adoption

Correct Answer: B

Question 3

An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties

B. Limit the number of incoming queries so they could be processed on time

C. Prioritize queues using a combination of criteria to maximize value and minimize risks

D. Increase capacity to process all queries without delays

Correct Answer: C

Question 4

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A. Shift-left

B. Swarming

C. Robotic process automation

D. Shortest item first

Correct Answer: A

Question 5

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. Avoid transferring incidents to an external supplier as long as possible

C. Ensure that errors in the software that caused incidents are fixed

D. Ensure that solutions provided by the supplier are tested

Correct Answer: A

Question 6

Which statement about `service integration as a service' isCORRECT?

A. The service integrator can be easily replaced by other vendors to leverage better pricing

B. The service integrator provides services and manages other vendors

C. Multiple vendors provide the service integration and management function

D. The service integrator does not deliver any services to the organization

Correct Answer: B

Question 7

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 4

B. 1 and 2

C. 2 and 3

D. 3 and 4

Correct Answer: D

Question 8

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. Centralize performance dashboards on tool-generated metrics for executive reporting

B. Establish strict internal SLAs focused on operational efficiency

C. Implement chargeback mechanisms to enforce financial accountability per department

D. Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright

Correct Answer: D

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Question 9

How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A. By creating career paths dedicated to single technologies

B. By continually adapting roles to evolving organizational requirements

C. By making it easier for employees to focus on one role

D. By focusing on increasing employees' technical experience

Correct Answer: B

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support (ITIL-4-CDS) Free Practice Test