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

1. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A) Continuous deployment
B) Continuous integration
C) Change enablement
D) Continuous delivery

2. 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) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
C) Establish strict internal SLAs focused on operational efficiency
D) Centralize performance dashboards on tool-generated metrics for executive reporting

3. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Self-service portals
B) Social media
C) Event surveys
D) Topic-based forums

4. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Use the latest technology capabilities to improve the look and feel of the designed solution
B) Create realistic user personas based on the gathered user data
C) Interview customers about their preferences
D) Involve many users from every target group in all steps of the design

5. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
B) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
C) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
D) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

Solutions: