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

1. Which is an example of a divisional organizational structure?

A) An organization which uses a grid of reporting relationships
B) An organization which does not have a layered management structure
C) An organization which has a different business unit for each of its products
D) An organization which has arranged its teams in a hierarchical authority structure

2. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Encourage informal teams across the organization
B) Incorporate the organization's vision into the team culture
C) Hold regular meetings focusing on problem solutions
D) Promote a culture of learning and development

3. 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) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
C) An accurate and complete incident record, enabling subsequent trend analysis of incidents
D) An incident resolved within the target SLA time, enabling efficient use of service desk resources

4. What should an organization consider when deciding to retain or outsource specific IT services?

A) Immediate staff reduction
B) Transfer of responsibility for highly tailored services
C) Short-term cost optimization
D) Cultural barriers and associated risks

5. 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 yesterday at 09:00
C) An item logged today at 09:00
D) An item logged today at 11:00

Solutions: