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

1. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B) Understand the situations in which incidents and service requests will be initiated
C) Understand which steps contribute least to the support of the service
D) Identify the activities which could be improved by the use of automation

2. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Implement the continual improvement model for all teams to follow
B) Implement Agile methods to improve software development
C) Use value stream mapping to analyze and optimize end-to-end workflows
D) Use automation to optimize service value streams

3. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Functional
B) Divisional
C) Matrix
D) Flat

4. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Interview customers about their preferences
B) Create realistic user personas based on the gathered user data
C) Use the latest technology capabilities to improve the look and feel of the designed solution
D) Involve many users from every target group in all steps of the design

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

Solutions: