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

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

2. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A) A continual improvement culture
B) Working with a customer-oriented mindset
C) Workforce planning and management
D) Shift-left

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) Focus on app performance and security features
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) Implement a global standard design

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

A) Measuring and reporting customer satisfaction with closed incidents
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 the number of hours worked by service desk staff

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

Solutions: