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

2. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident management process
B) Review the incident resolution value stream
C) Review the change authorization procedures
D) Review the incident resolution targets

3. Which is an example of a divisional organizational structure?

A) An organization which has arranged its teams in a hierarchical authority structure
B) An organization which uses a grid of reporting relationships
C) An organization which has a different business unit for each of its products
D) An organization which does not have a layered management structure

4. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) Customer orientation
B) ICI/CD
C) Robotic process automation
D) Integration and data sharing

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

Solutions: