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

1. 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) Offshoring
B) Nearshoring
C) Onshoring
D) Insourcing

2. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Encourage informal teams across the organization
B) Incorporate the organization's vision into the team culture
C) Hold regular meetings focusing on problem solutions
D) Promote a culture of learning and development

3. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
B) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
C) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
D) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright

4. During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A) Change Enablement practiceright
B) Release Management practice
C) Service Validation and Testing practice
D) Infrastructure and Platform Management practice

5. 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) Offshoring
B) Nearshoring
C) Onshoring
D) Insourcing

Solutions: