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

1. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Encourage teams to collaborate so they can focus on value for users
B) Improve the integration of tools to ensure there are no gaps between processes
C) Use value stream mapping to help understand the end-to-end flow of user support
D) Review skills and competencies of user support staff to ensure they have the required capability

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

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

3. 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) Improve operations team training
D) Recruit additional operations staff

4. Which is an example of using a `shift-left' approach to optimize password resets?

A) Train service desk agents to categorize password resets as service requests
B) Allow users to reset their own passwords using an automated tool
C) Encourage users to remember or safely record their passwords to reduce the number of password resets
D) Automatically assign a high priority to password reset requests to resolve them faster

5. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Information Security Management Practice
B) Relationship Management practice
C) Service Level Management Practice
D) Service Design practiceright

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