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

1. Which statement about collaboration is CORRECT?

A) Collaboration focuses on the organization's goals
B) Collaboration is most useful for standardized work
C) Collaboration should be used instead of swarming or
D) Collaboration can be enforced by aligning metrics between teams

2. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A) Declare a major incident and start the major incident management procedure
B) Use swarming to involve people from multiple different teams in the investigation
C) Follow the predefined procedure for investigating web performance incidents
D) Escalate to the performance management team, who will then escalate to a different team if needed

3. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Service Level Management Practice
B) Information Security Management Practice
C) Relationship Management practice
D) Service Design practiceright

4. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A) Service Level Management Practice
B) Service Desk practice
C) Service Request Management practice
D) Financial Management practiceright

5. A healthcare organization is implementing data analytics to analyze patient dat

A) Why is data analytics important in this context?
B) To improve decision-making based on patient data analysis
C) To understand the relationships between patient data and the healthcare's business services
D) To highlight bottlenecks in the organization's workflows when collecting patient data
E) To prioritize and resolve requests for patient data

Solutions: