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

1. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Increase capacity to process all queries without delays
B) Prioritize queues using a combination of criteria to maximize value and minimize risks
C) Limit the number of incoming queries so they could be processed on time
D) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties

2. A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A) 2 and 3
B) 3 and 4
C) 1 and 2
D) 1 and 4

3. A healthcare organization is implementing data analytics to analyze patient dat

A) To improve decision-making based on patient data analysis
B) To highlight bottlenecks in the organization's workflows when collecting patient data
C) To understand the relationships between patient data and the healthcare's business services
D) To prioritize and resolve requests for patient data
E) Why is data analytics important in this context?

4. 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

5. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Insourcing
B) Onshoring
C) Nearshoring
D) Offshoring

Solutions: