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

1. Which is often included in an Agile approach to software development?

A) Information models
B) Advanced analytics
C) Integrated service management toolsets
D) CI/CD

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

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

3. An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A) Integration
B) System
C) Acceptance
D) Unit

4. 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) Workforce planning and management
C) Working with a customer-oriented mindset
D) Shift-left

5. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Increase capacity to process all queries without delays
B) Prioritize queues using a combination of criteria to maximize value and minimize risks
C) Limit the number of incoming queries so they could be processed on time
D) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties

Solutions: