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

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

2. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Focus on value
B) Start where you are
C) Collaborate and promote visibilityright
D) Keep it simple and practical
E) Think and work holisticallyright

3. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
B) Deployment management plays an important role in any value stream requiring transition of service components to production environment
C) Deployment management plays an important role only in creation of new services developed within the organization
D) Deployment management does not play any role in the incident resolution value stream

4. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Reducing the charges for less busy periods
B) Introducing continuous integration and deployment
C) Engaging with a supplier to outsource tasks
D) Increasing the number of test specialists

5. 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) Recruit additional operations staff
B) Improve filtering of operations data
C) Improve operations team training
D) Renegotiate service level targets

Solutions: