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

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

2. 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) Collaborate and promote visibilityright
C) Start where you are
D) Focus on value
E) Think and work holisticallyright

3. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A) Technical knowledge of the supported products
B) Commitment to continual improvement
C) Experience of financial management
D) Knowledge of how to log incidents and service requests

4. An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

A) Prioritize incoming queries based on their type and associated urgency
B) Increase the number of service desk agents to process the incoming queries faster
C) Implement separate service desks for incident and service requests
D) Recommend users to submit queries well in advance to ensure timely processing

5. 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

Solutions: