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

1. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A) ITSM software
B) Advanced analytics
C) Information models
D) Artificial intelligence

2. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Allocate one most suitable channel to each customer type
B) Close the least popular communication channels to reduce the complexity
C) Integrate all channels to support smooth switching between them for users and support agents
D) Assign dedicated service desk agents to monitor each channel

3. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A) Continuous integration
B) Continuous deployment
C) Change enablement
D) Continuous delivery

4. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) The value of positive communications
B) Shift-left
C) Customer orientation
D) Organizational structure

5. Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A) Shift-left
B) Shortest item first
C) Robotic process automation
D) Swarming

Solutions: