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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
1. Which statement about `service integration as a service' isCORRECT?
A) The service integrator does not deliver any services to the organization
B) The service integrator can be easily replaced by other vendors to leverage better pricing
C) The service integrator provides services and manages other vendors
D) Multiple vendors provide the service integration and management function
2. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?
A) Train agents to capture the information required by each support team
B) Use swarming to improve collaboration and validate information
C) Validate the data, when tickets are being created by service desk agents
D) Limit the use of tickets to major and high-priority incidents
3. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?
A) Technical knowledge of the supported products
B) Commitment to continual improvement
C) Knowledge of how to log incidents and service requests
D) Experience of financial management
4. When verifying that an incident has been resolved, which is an example of value as perceived by a user?
A) An incident resolved within the target SLA time, enabling efficient use of service desk resources
B) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
C) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
D) An accurate and complete incident record, enabling subsequent trend analysis of incidents
5. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?
A) Change Enablement
B) Service Level Management
C) Service Validation and Testingright
D) Release Management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |






