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

1. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Start where you are
B) Keep it simple and practical
C) Think and work holisticallyright
D) Focus on value
E) Collaborate and promote visibilityright

2. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A) Information models
B) Advanced analytics
C) Artificial intelligence
D) ITSM software

3. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Hold regular meetings focusing on problem solutions
B) Incorporate the organization's vision into the team culture
C) Promote a culture of learning and development
D) Encourage informal teams across the organization

4. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Restructure the organization to create specialized departments for emerging technologies
B) Invest in targeted training programmes for existing staff in relevant emerging technologies
C) Increase the total number of employees focusing on new hires with expertise in emerging technologies
D) Outsource the development of new technology segments to specialized vendors

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

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