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

1. An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A) Implement a global standard design
B) Establish a team of expert developers to revise the initial design
C) Focus on app performance and security features
D) Adopt a design thinking approach based on customer and user feedback

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

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

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

4. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Commoditization of service components
B) Customer demand for personalized products
C) Organization-specific requirements for service functionality
D) Service components lacking mass-market adoption

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

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