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

1. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Advanced analytics
B) Results-based measurement
C) Swarming
D) Outsourcing

2. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A) Delegate to the vendor testing of the terminals and the card payment system
B) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
C) Include user experience and perception in the scope of testing and involve multiple teams
D) Focus testing solely on user experience and delegate it to operational teams

3. Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A) Robotic process automation
B) Shortest item first
C) Shift-left
D) Swarming

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

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

Solutions: