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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
1. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
A) The value of positive communications
B) Customer orientation
C) Shift-left
D) Organizational structure
2. An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?
A) Create one value stream for the entire set of support activities
B) Create separate value streams for practices, people, tools and suppliers
C) Create one value stream for each support team
D) Create one value stream for every lifecycle phase of support requests
3. An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?
A) Monitoring and event management
B) Problem management
C) Service desk
D) Release management
4. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?
A) An item logged yesterday at 11:00
B) An item logged today at 09:00
C) An item logged today at 11:00
D) An item logged yesterday at 09:00
5. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
A) Continual improvement
B) Continuous delivery
C) Continuous integration
D) Continuous deployment
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
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