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

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

2. 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) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
D) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

3. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
B) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
C) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
D) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright

4. A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A) Service guardian
B) Retained service integration
C) Service integration as a service
D) Single provider

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

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