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

1. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
B) An incident resolved within the target SLA time, enabling efficient use of service desk resources
C) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
D) An accurate and complete incident record, enabling subsequent trend analysis of incidents

2. What should an organization consider when deciding to retain or outsource specific IT services?

A) Cultural barriers and associated risks
B) Short-term cost optimization
C) Immediate staff reduction
D) Transfer of responsibility for highly tailored services

3. A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

A) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
B) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
C) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
D) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities

4. 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?

A) Service integration and management' cannot be used in an organization that uses value streams
B) 'Service integration and management' creates a separate value stream for each supplier
C) 'Service integration and management' manages multiple suppliers in a single value stream
D) Service integration and management' is independent of the organization's value streams

5. What is the goal of the `shift-left' approach?

A) Implementing Agile practices for continuous software development
B) Automating repetitive processes using robots and AI
C) Integrating multiple suppliers in a value stream for effective service management
D) Repositioning tasks to earlier stages in the process to boost workflow efficiency

Solutions: