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

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

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

2. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Integrate all channels to support smooth switching between them for users and support agents
B) Allocate one most suitable channel to each customer type
C) Assign dedicated service desk agents to monitor each channel
D) Close the least popular communication channels to reduce the complexity

3. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Create a change model for development changes that includes the use of safe-to-fail testing
B) Increase the size of development changes to make them easier to handle and increase success
C) Create a standard change model for development changes and initiate as a service request
D) Initiate development changes as emergency changes so that errors can be identified quickly

4. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
B) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
D) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

5. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
B) Deployment management plays an important role in any value stream requiring transition of service components to production environment
C) Deployment management does not play any role in the incident resolution value stream
D) Deployment management plays an important role only in creation of new services developed within the organization

Solutions: