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

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

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

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

3. A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A) One value stream for the organization, and separate value streams for each supplier
B) One value stream for resolving incidents, and a separate value stream for managing service requests
C) One value stream for the organization, and separate value streams for each team
D) One value stream for all activity that arrives via the service desk

4. 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) Focus testing solely on user experience and delegate it to operational teams
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) Delegate to the vendor testing of the terminals and the card payment system

5. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A) Declare a major incident and start the major incident management procedure
B) Escalate to the performance management team, who will then escalate to a different team if needed
C) Follow the predefined procedure for investigating web performance incidents
D) Use swarming to involve people from multiple different teams in the investigation

Solutions: