P r ac ti c e Q u e sti o n s

ITIL®4 Specialist:
Create, Deliver and Support

ITIL®4

ITIL® is a registered trade mark of AXELOS Limited, used under permission

of AXELOS Limited. All rights reserved.
Copyright and Disclaimer

ITIL® 4 Specialist: Create, Deliver and Support | r1.1.0

Copyright
Copyright © AXELOS Limited 2019. All rights reserved.
This is a commercial confidential publication. All rights reserved. This document may not, in a whole or
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Trade Marks, Source books information

The content of this book is primarily sourced from the draft version of the AXELOS manuscript for
ITIL® 4 Specialist Create, Deliver and Support.
The content of this course is also sourced from other manuscripts from AXELOS:
—— ITIL® Foundation (ITIL® 4 edition)
—— ITIL® 4 Specialist Drive Stakeholder Value
—— ITIL® 4 Specialist High Velocity IT
—— ITIL® 4 Strategist Direct, Plan and Improve

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All
rights reserved.

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 Practice Questions

Module 1: Organization and People

Q1. Which type of organizational structure is more applicable in the digital service economy?
1 Functional

2 Matrix

3 Divisional

4 Flat

a) 1 and 2

b) 2 and 3

c) 1 and 4

d) 2 and 4

Q2. Cooperation and collaboration are vital for effective and valuable teamwork and service
relationships.
Which of the following is a key factor that distinguishes them?
a) Standardized work

b) Shared goals

c) High level of trust

d) Separation of duties

Q3. During lunch I heard a person say something contrary to what he had just said at the
meeting we had just left.
Which is the MAIN communication principle that is being followed?
a) ‘Communication is a two-way process’.

b) ‘We’re all communicating, all the time’.

c) ‘Timing and frequency matter’.

d) ‘The message is the medium

Q4. An organization has invited ideas from its employees on how to reduce waste in their
product development lifecycle and ensure timely delivery of output in each iteration.
Which concept is involved in this scenario?
a) Integration and data sharing

b) Advanced analytics

c) Cooperation

d) The culture of continual improvement

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ITIL® 4 Specialist: Create, Deliver and Support

Module 2: Effective Teams

Q1. An organization has issued a survey to understand the reason for high rate of employee
turnover. However, only 50% of the employees completed the survey because they think
that responses in the survey may be shared with their managers, and they have to face
repercussions.
Which key element of collecting feedback is missing in this case?
a) Support

b) Confidentiality

c) Staff driven metrics

d) Call to action

Q2. A service desk consolidation project requires support from both service desks.
Which is the BEST way to plan the workforce approach to support the improvement
initiative?
a) Workshops should be organized for service desk staff. The project sponsor should highlight
the benefits and opportunities of consolidation, and the risks of not consolidating.

b) The project sponsor should understand how service desk staff can be used to meet the
organization’s business goals, including determining how many employee hours are needed
for the project and identifying the skills the employees will need.

c) The project sponsor should host separate webinars with each service desk to talk about the
benefits of the project and the potential for outsourcing if the consolidation is not successful.

d) The primary stakeholders in the consolidation should be identified. The project sponsor
should meet with them to identify people’s likely reactions to the initiative.

Q3. An organization has identified new SMART metrics and reporting for the consolidated
service desks. However, the service desk staff has an inappropriate behavior to meet the
defined targets.
What is the BEST step to take next?
a) Use a business case showing the benefits to gain management approval for the improved
metrics and reporting.

b) Establish a results-based approach focusing on the outcomes of the service desk staff
actions, such as customer satisfaction and time taken to resolve an incident.

c) Carry out a new assessment of metrics and reporting to identify if existing functionality could
be enough.

d) Ensure that service desks resolve all the incident within service level agreements.

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 Practice Questions

Q4. Which competency profile is required by an individual who has been assigned the task of
informing everyone in the organization about the changes in the organization structure
and processes to support the organization’s goals?
a) Administrator

b) Leader

c) Coordinator/communicator

d) Technical expert

Q5. Six months after the merger with a new company, the employees have reverted to the old
way of working.
Which is the BEST approach to reinforce the new way of working?
a) By encouraging a holistic view of the objectives of the overall organization

b) By regular meetings to build rapport and encourage productivity

c) By encourage ongoing learning and goals achievement

d) By providing feedback

Module 3: Information Technology to Create, Deliver and

Support Services

Q1. Product and service management benefits significantly from effective automation; for digital
products and services it is impossible without integrated service management toolsets. The
majority of the organizations make use of which of the following functions of the toolset?
a) Inventory management

b) Information security

c) Availability

d) Capacity

Q2. Which of the following factors influence the performance of a supervised machine-
learning system?
a) The quality of the output data

b) The quality of training

c) The sample dataset

d) Neural networks

Q3. Agile approaches such as CI/CD are well suited to which of the following situations?
a) When there is a high certainty about the requirements of the service

b) In large and complex organizations

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