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

1. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A) Improve filtering of operations data
B) Renegotiate service level targets
C) Recruit additional operations staff
D) Improve operations team training

2. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A) Use swarming to improve collaboration and validate information
B) Validate the data, when tickets are being created by service desk agents
C) Limit the use of tickets to major and high-priority incidents
D) Train agents to capture the information required by each support team

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

4. Which is a reason why an organization should create competency profiles for each role?

A) To plan to fill all the mandatory ITIL roles
B) To plan the professional development of team members
C) To ensure that IT specialists have pi-shaped skill profiles
D) To ensure that technical skills are included in each profile

5. Which of the following involves consideration of the skills and availability of both internal and external resources?

A) Triage prioritization
B) Swarming
C) Build vs buy
D) Shift-left approach

Solutions: