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

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

2. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident resolution value stream
B) Review the incident resolution targets
C) Review the incident management process
D) Review the change authorization procedures

3. 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

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

5. A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A) Define and optimize an individual value stream for each team involved in service creation
B) Integrate feedback loops and escalation mechanisms in the workflow
C) Enable variance of quality and cost of services
D) Use comprehensive complex simulations to test the workflow

Solutions: