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

1. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
B) An accurate and complete incident record, enabling subsequent trend analysis of incidents
C) An incident resolved within the target SLA time, enabling efficient use of service desk resources
D) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

2. During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A) Implementation
B) Prototyping
C) Ideation
D) Inspiration and empathy

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

4. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
B) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
C) Service Level Management practice using SLAs and OLAs to enforce response targets
D) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright

5. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Renegotiate service level targets
B) Review and automate filtering of operations data
C) Recruit and train additional operations staff
D) Improve operations team training

Solutions: