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

1. 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?

A) Nearshoring
B) Onshoring
C) Insourcing
D) Offshoring

2. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) Service integration and management' is independent of the organization's value streams
B) Service integration and management' cannot be used in an organization that uses value streams
C) 'Service integration and management' manages multiple suppliers in a single value stream
D) 'Service integration and management' creates a separate value stream for each supplier

3. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) The value of positive communications
B) Organizational structure
C) Customer orientation
D) Shift-left

4. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Encourage teams to collaborate so they can focus on value for users
B) Improve the integration of tools to ensure there are no gaps between processes
C) Review skills and competencies of user support staff to ensure they have the required capability
D) Use value stream mapping to help understand the end-to-end flow of user support

5. During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A) Infrastructure and Platform Management practice
B) Service Validation and Testing practice
C) Release Management practice
D) Change Enablement practiceright

Solutions: