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

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

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

2. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Increase capacity to process all queries without delays
B) Limit the number of incoming queries so they could be processed on time
C) Prioritize queues using a combination of criteria to maximize value and minimize risks
D) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties

3. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that solutions provided by the supplier are tested
B) Avoid transferring incidents to an external supplier as long as possible
C) Ensure that errors in the software that caused incidents are fixed
D) Ensure that solutions provided by suppliers are captured and shared in the support team

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

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

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