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

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

2. A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A) Enable variance of quality and cost of services
B) Define and optimize an individual value stream for each team involved in service creation
C) Integrate feedback loops and escalation mechanisms in the workflow
D) Use comprehensive complex simulations to test the workflow

3. 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 ensure that IT specialists have pi-shaped skill profiles
C) To ensure that technical skills are included in each profile
D) To plan the professional development of team members

4. 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) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
C) Limit the number of incoming queries so they could be processed on time
D) Prioritize queues using a combination of criteria to maximize value and minimize risks

5. A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A) Service validation and testing
B) Service desk
C) Knowledge management
D) Service level management

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