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

1. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Continual improvement practice
B) Workforce and talent management practiceright
C) Organizational change management practice
D) Service desk practice

2. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Service Level Management
B) Release Management
C) Service Validation and Testingright
D) Change Enablement

3. An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A) Implement a global standard design
B) Adopt a design thinking approach based on customer and user feedback
C) Establish a team of expert developers to revise the initial design
D) Focus on app performance and security features

4. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Restructure the organization to create specialized departments for emerging technologies
B) Invest in targeted training programmes for existing staff in relevant emerging technologies
C) Outsource the development of new technology segments to specialized vendors
D) Increase the total number of employees focusing on new hires with expertise in emerging technologies

5. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A) Limit the use of tickets to major and high-priority incidents
B) Train agents to capture the information required by each support team
C) Validate the data, when tickets are being created by service desk agents
D) Use swarming to improve collaboration and validate information

Solutions: