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

1. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A) A continual improvement culture
B) Workforce planning and management
C) Shift-left
D) Working with a customer-oriented mindset

2. Which is an example of using a `shift-left' approach to optimize password resets?

A) Encourage users to remember or safely record their passwords to reduce the number of password resets
B) Allow users to reset their own passwords using an automated tool
C) Train service desk agents to categorize password resets as service requests
D) Automatically assign a high priority to password reset requests to resolve them faster

3. Which is an example of results-based measurement and reporting?

A) Measuring and reporting the cost of providing a service to customers and users
B) Measuring and reporting the number of supplier-related interruptions to a service
C) Measuring and reporting the number of hours worked by service desk staff
D) Measuring and reporting customer satisfaction with closed incidents

4. An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A) Acceptance
B) System
C) Integration
D) Unit

5. In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

A) Service Desk practiceright
B) Knowledge Management practice
C) Incident Management practice
D) Event Management practice

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