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

1. An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A) Adopt a design thinking approach based on customer and user feedback
B) Focus on app performance and security features
C) Implement a global standard design
D) Establish a team of expert developers to revise the initial design

2. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Think and work holisticallyright
B) Focus on value
C) Collaborate and promote visibilityright
D) Keep it simple and practical
E) Start where you are

3. A healthcare organization is implementing data analytics to analyze patient dat

A) To improve decision-making based on patient data analysis
B) To prioritize and resolve requests for patient data
C) To highlight bottlenecks in the organization's workflows when collecting patient data
D) Why is data analytics important in this context?
E) To understand the relationships between patient data and the healthcare's business services

4. Which statement about collaboration is CORRECT?

A) Collaboration focuses on the organization's goals
B) Collaboration should be used instead of swarming or
C) Collaboration is most useful for standardized work
D) Collaboration can be enforced by aligning metrics between teams

5. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Advanced analytics
B) Results-based measurement
C) Outsourcing
D) Swarming

Solutions: