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

1. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A) Shift-left
B) Workforce planning and management
C) A continual improvement culture
D) Working with a customer-oriented mindset

2. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A) Define and promote a uniform corporate culture across all teams
B) Ensure that corporate culture fits into the cultural context of the teams
C) Ensure that diverse team cultures are aligned with the company's values
D) Encourage cultural diversity without boundaries or constraints

3. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Create a change model for development changes that includes the use of safe-to-fail testing
B) Create a standard change model for development changes and initiate as a service request
C) Initiate development changes as emergency changes so that errors can be identified quickly
D) Increase the size of development changes to make them easier to handle and increase success

4. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) Whether the service is being created for internal or external customers
B) The number of practices required to support the service
C) The number of suppliers that will be used to source service components
D) The methods used to manage the development work

5. A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

A) Choosing direct integration with no predetermined order for deployment
B) Using incremental delivery for the integration of multiple components
C) Implementing point-to-point integration for each system
D) Adopting a 'big bang' approach for all integrations simultaneously

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