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Updated: Jun 01, 2026
No. of Questions: 89 Questions & Answers with Testing Engine
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
1. An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?
A) Release management
B) Monitoring and event management
C) Problem management
D) Service desk
2. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?
A) Review the change authorization procedures
B) Review the incident resolution value stream
C) Review the incident management process
D) Review the incident resolution targets
3. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
A) Artificial intelligence
B) ITSM software
C) Information models
D) Advanced analytics
4. Which is an example of a divisional organizational structure?
A) An organization which does not have a layered management structure
B) An organization which has arranged its teams in a hierarchical authority structure
C) An organization which has a different business unit for each of its products
D) An organization which uses a grid of reporting relationships
5. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
A) Renegotiate service level targets
B) Recruit additional operations staff
C) Improve operations team training
D) Improve filtering of operations data
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |
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