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

1. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Restructure the organization to create specialized departments for emerging technologies
B) Increase the total number of employees focusing on new hires with expertise in emerging technologies
C) Invest in targeted training programmes for existing staff in relevant emerging technologies
D) Outsource the development of new technology segments to specialized vendors

2. Which is an example of using a `shift-left' approach to optimize password resets?

A) Allow users to reset their own passwords using an automated tool
B) Train service desk agents to categorize password resets as service requests
C) Automatically assign a high priority to password reset requests to resolve them faster
D) Encourage users to remember or safely record their passwords to reduce the number of password resets

3. In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A) Implement chargeback mechanisms to enforce financial accountability per department
B) Centralize performance dashboards on tool-generated metrics for executive reporting
C) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
D) Establish strict internal SLAs focused on operational efficiency

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

5. 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 integration as a service
C) Single provider
D) Service guardian

Solutions: