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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 does not have a layered management structure
B) An organization which uses a grid of reporting relationships
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. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) Integration and data sharing
B) Customer orientation
C) Robotic process automation
D) ICI/CD

3. 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) Offshoring
C) Onshoring
D) Nearshoring

4. Which is an example of using a `shift-left' approach to optimize password resets?

A) Encourage users to remember or safely record their passwords to reduce the number of password resets
B) Automatically assign a high priority to password reset requests to resolve them faster
C) Train service desk agents to categorize password resets as service requests
D) Allow users to reset their own passwords using an automated tool

5. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Progress iteratively with feedback
B) Optimize and automate
C) Think and work holistically
D) Focus on value

Solutions: