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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 can be enforced by aligning metrics between teams
C) Collaboration should be used instead of swarming or
D) Collaboration is most useful for standardized work

2. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Review skills and competencies of user support staff to ensure they have the required capability
B) Encourage teams to collaborate so they can focus on value for users
C) Use value stream mapping to help understand the end-to-end flow of user support
D) Improve the integration of tools to ensure there are no gaps between processes

3. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Event surveys
B) Self-service portals
C) Social media
D) Topic-based forums

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

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

5. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A) Encourage cultural diversity without boundaries or constraints
B) Ensure that corporate culture fits into the cultural context of the teams
C) Ensure that diverse team cultures are aligned with the company's values
D) Define and promote a uniform corporate culture across all teams

Solutions: