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

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

A) Shortest item first
B) Robotic process automation
C) Swarming
D) Shift-left

2. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Compare the map to actual activities
B) Automate repeatable work activities
C) Determine where work is sitting in queues
D) Introduce additional sources of demand

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

4. A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A) Retained service integration
B) Service guardian
C) Single provider
D) Service integration as a service

5. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A) Improve filtering of operations data
B) Improve operations team training
C) Recruit additional operations staff
D) Renegotiate service level targets

Solutions: