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

1. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Integrate all channels to support smooth switching between them for users and support agents
B) Allocate one most suitable channel to each customer type
C) Assign dedicated service desk agents to monitor each channel
D) Close the least popular communication channels to reduce the complexity

2. An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

A) Release Management practice
B) Deployment Management practiceright
C) Change Enablement practice
D) Infrastructure and Platform Management practice

3. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Base performance evaluations solely on the number of innovative ideas generated
B) Limit the cultural shift initiatives to only the newer employees
C) Have leaders actively demonstrate and promote innovative practices
D) Introduce rules for innovation and adaptability across all teams

4. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
C) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
D) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

5. In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

A) Service Request Management practice
B) Event Management practice
C) Incident Management practiceright
D) Problem Management practice

Solutions: