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

1. An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

A) Infrastructure and Platform Management practice
B) Release Management practice
C) Change Enablement practice
D) Deployment Management practiceright

2. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

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

3. 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) Review and automate filtering of operations data
B) Renegotiate service level targets
C) Improve operations team training
D) Recruit and train additional operations staff

4. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Flat
B) Functional
C) Matrix
D) Divisional

5. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Review skills and competencies of user support staff to ensure they have the required capability
B) Improve the integration of tools to ensure there are no gaps between processes
C) Encourage teams to collaborate so they can focus on value for users
D) Use value stream mapping to help understand the end-to-end flow of user support

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