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

1. In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A) Establish strict internal SLAs focused on operational efficiency
B) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
C) Centralize performance dashboards on tool-generated metrics for executive reporting
D) Implement chargeback mechanisms to enforce financial accountability per department

2. What approach can ensure testing happens earlier in the development lifecycle?

A) Service integration and management
B) Robotic process automation
C) Shift-left
D) Managing work as tickets

3. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
C) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
D) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

4. Which is an example of results-based measurement and reporting?

A) Measuring and reporting customer satisfaction with closed incidents
B) Measuring and reporting the cost of providing a service to customers and users
C) Measuring and reporting the number of hours worked by service desk staff
D) Measuring and reporting the number of supplier-related interruptions to a service

5. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Interview customers about their preferences
B) Create realistic user personas based on the gathered user data
C) Involve many users from every target group in all steps of the design
D) Use the latest technology capabilities to improve the look and feel of the designed solution

Solutions: