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

1. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Use the latest technology capabilities to improve the look and feel of the designed solution
B) Interview customers about their preferences
C) Involve many users from every target group in all steps of the design
D) Create realistic user personas based on the gathered user data

2. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Increase the size of development changes to make them easier to handle and increase success
B) Create a change model for development changes that includes the use of safe-to-fail testing
C) Create a standard change model for development changes and initiate as a service request
D) Initiate development changes as emergency changes so that errors can be identified quickly

3. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Continual improvement practice
B) Organizational change management practice
C) Service desk practice
D) Workforce and talent management practiceright

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

5. 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) To understand the relationships between patient data and the healthcare's business services
E) Why is data analytics important in this context?

Solutions: