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

1. 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) Organization-specific requirements for service functionality
C) Customer demand for personalized products
D) Service components lacking mass-market adoption

2. Which of the following involves consideration of the skills and availability of both internal and external resources?

A) Swarming
B) Shift-left approach
C) Triage prioritization
D) Build vs buy

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

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

4. Which statement about collaboration is CORRECT?

A) Collaboration should be used instead of swarming or
B) Collaboration can be enforced by aligning metrics between teams
C) Collaboration focuses on the organization's goals
D) Collaboration is most useful for standardized work

5. 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) Information models
C) ITSM software
D) Advanced analytics

Solutions: