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

1. In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

A) Knowledge Management practice
B) Service Desk practiceright
C) Incident Management practice
D) Event Management practice

2. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Introduce rules for innovation and adaptability across all teams
B) Base performance evaluations solely on the number of innovative ideas generated
C) Limit the cultural shift initiatives to only the newer employees
D) Have leaders actively demonstrate and promote innovative practices

3. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A) Follow the predefined procedure for investigating web performance incidents
B) Escalate to the performance management team, who will then escalate to a different team if needed
C) Use swarming to involve people from multiple different teams in the investigation
D) Declare a major incident and start the major incident management procedure

4. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Improve the integration of tools to ensure there are no gaps between processes
B) Use value stream mapping to help understand the end-to-end flow of user support
C) Review skills and competencies of user support staff to ensure they have the required capability
D) Encourage teams to collaborate so they can focus on value for users

5. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) ICI/CD
B) Integration and data sharing
C) Robotic process automation
D) Customer orientation

Solutions: