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

1. 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?

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

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

3. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Increasing the number of test specialists
B) Engaging with a supplier to outsource tasks
C) Introducing continuous integration and deployment
D) Reducing the charges for less busy periods

4. How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A) By focusing on increasing employees' technical experience
B) By creating career paths dedicated to single technologies
C) By continually adapting roles to evolving organizational requirements
D) By making it easier for employees to focus on one role

5. Which is an example of a divisional organizational structure?

A) An organization which does not have a layered management structure
B) An organization which uses a grid of reporting relationships
C) An organization which has a different business unit for each of its products
D) An organization which has arranged its teams in a hierarchical authority structure

Solutions: