Free PeopleCert ITIL 4 Specialist: Create, Deliver and Support Exam ITIL-4-Specialist-Create-Deliver-and-Support Exam Practice Test

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

• Robotic process automation
• Integration and data sharing
• Customer orientation
• ICI/CD

An organization wishes to acquire a service from a supplier in a different country but with similar working hours.Which sourcing model should they use?

• Onshoring
• Insourcing
• Offshoring
• Nearshoring

An organization has many team members who work independently and spend time on the work which interests them the most.Which recommendation is MOST applicable to this situation?

• Encourage informal teams across the organization
• Incorporate the organization's vision into the team culture
• Promote a culture of learning and development
• Hold regular meetings focusing on problem solutions

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?

• Working with a customer-oriented mindset
• Shift-left
• A continual improvement culture
• Workforce planning and management

Which is a reason why an organization should create competency profiles for each role?

• To plan the professional development of team members
• To ensure that IT specialists have pi-shaped skill profiles
• To ensure that technical skills are included in each profile
• To plan to fill all the mandatory ITIL roles

An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.Which approach can be used to reduce this rework and its consequences?

• Validate the data, when tickets are being created by service desk agents
• Train agents to capture the information required by each support team
• Limit the use of tickets to major and high-priority incidents
• Use swarming to improve collaboration and validate information

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 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?

• Recruit additional operations staff
• Improve operations team training
• Renegotiate service level targets
• Improve filtering of operations data

Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

• Artificial intelligence
• ITSM software
• Information models
• Advanced analytics

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?

• Continuous integration
• Continuous delivery
• Continuous deployment
• Change enablement

A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.Which are the TWO BEST ways to measure these changes?

• Measure individual changes by the output that they create
• Measure the overall success of multiple changes by the output that is created
• Measure individual changes by the outcome that they create
• Measure the overall success of multiple changes by the outcome that is created
• 1 and 2
• 2 and 3
• 3 and 4
• 1 and 4