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

1. 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) Service Validation and Testingright
C) Release Management
D) Change Enablement

2. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
B) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
C) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
D) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks

3. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) The value of positive communications
B) Shift-left
C) Customer orientation
D) Organizational structure

4. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Increase capacity to process all queries without delays
B) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
C) Limit the number of incoming queries so they could be processed on time
D) Prioritize queues using a combination of criteria to maximize value and minimize risks

5. Which is an example of results-based measurement and reporting?

A) Measuring and reporting the number of hours worked by service desk staff
B) Measuring and reporting the cost of providing a service to customers and users
C) Measuring and reporting the number of supplier-related interruptions to a service
D) Measuring and reporting customer satisfaction with closed incidents

Solutions: