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

1. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Create a change model for development changes that includes the use of safe-to-fail testing
B) Create a standard change model for development changes and initiate as a service request
C) Increase the size of development changes to make them easier to handle and increase success
D) Initiate development changes as emergency changes so that errors can be identified quickly

2. 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 hours worked by service desk staff
C) Measuring and reporting customer satisfaction with closed incidents
D) Measuring and reporting the number of supplier-related interruptions to a service

3. A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

A) Choosing direct integration with no predetermined order for deployment
B) Implementing point-to-point integration for each system
C) Using incremental delivery for the integration of multiple components
D) Adopting a 'big bang' approach for all integrations simultaneously

4. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) Service integration and management' is independent of the organization's value streams
B) Service integration and management' cannot be used in an organization that uses value streams
C) 'Service integration and management' manages multiple suppliers in a single value stream
D) 'Service integration and management' creates a separate value stream for each supplier

5. Which of the following involves consideration of the skills and availability of both internal and external resources?

A) Shift-left approach
B) Swarming
C) Build vs buy
D) Triage prioritization

Solutions: