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

1. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Encourage informal teams across the organization
B) Incorporate the organization's vision into the team culture
C) Hold regular meetings focusing on problem solutions
D) Promote a culture of learning and development

2. What is the goal of the `shift-left' approach?

A) Automating repetitive processes using robots and AI
B) Repositioning tasks to earlier stages in the process to boost workflow efficiency
C) Implementing Agile practices for continuous software development
D) Integrating multiple suppliers in a value stream for effective service management

3. A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A) Service level management
B) Service desk
C) Knowledge management
D) Service validation and testing

4. Which statement about `service integration as a service' isCORRECT?

A) The service integrator can be easily replaced by other vendors to leverage better pricing
B) The service integrator provides services and manages other vendors
C) Multiple vendors provide the service integration and management function
D) The service integrator does not deliver any services to the organization

5. A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A) Prioritize tickets based on the order of receipt
B) Limit ticket submissions to reduce the workload on support staff
C) Stop recording requests during exceptionally busy times
D) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket

Solutions: