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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q37-Q42):
NEW QUESTION # 37
To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)
- A. Service Level Management practice using SLAs and OLAs to enforce response targets
- B. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
- C. Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
- D. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
Answer: B,D
Explanation:
Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.
NEW QUESTION # 38
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?
- A. The methods used to manage the development work
- B. The number of suppliers that will be used to source service components
- C. Whether the service is being created for internal or external customers
- D. The number of practices required to support the service
Answer: A
NEW QUESTION # 39
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
- A. Promote a culture of learning and development
- B. Incorporate the organization's vision into the team culture
- C. Encourage informal teams across the organization
- D. Hold regular meetings focusing on problem solutions
Answer: B
NEW QUESTION # 40
In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?
- A. Incident Management practice
- B. Event Management practice
- C. Service Desk practiceright
- D. Knowledge Management practice
Answer: C
Explanation:
The Service Desk practice is accountable for the holistic ticket interface and lifecycle across all channels-whether human-entered, event-driven or self-service. It defines the unified taxonomy, status models, handoff rules, SLA targets, integration contracts (for Event Management feeds and CMDB enrichment), and deflection thresholds (leveraging Knowledge Management). By owning these elements, the Service Desk ensures consistency, traceability and a single point of control for all incoming work items, even as specialized practices contribute data and enrichment.
NEW QUESTION # 41
A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?
- A. Define and promote a uniform corporate culture across all teams
- B. Ensure that corporate culture fits into the cultural context of the teams
- C. Encourage cultural diversity without boundaries or constraints
- D. Ensure that diverse team cultures are aligned with the company's values
Answer: D
NEW QUESTION # 42
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