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

1. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Reducing the time it takes to provide environments for projects
B) Reducing the time spent assessing and approving changes
C) Minimizing handoffs between specialists within a development team
D) Designing a continuous integration/continuous delivery pipeline

2. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A) Use swarming to improve collaboration and validate information
B) Train agents to capture the information required by each support team
C) Validate the data, when tickets are being created by service desk agents
D) Limit the use of tickets to major and high-priority incidents

3. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A) Escalate to the performance management team, who will then escalate to a different team if needed
B) Declare a major incident and start the major incident management procedure
C) Use swarming to involve people from multiple different teams in the investigation
D) Follow the predefined procedure for investigating web performance incidents

4. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A) Commitment to continual improvement
B) Experience of financial management
C) Technical knowledge of the supported products
D) Knowledge of how to log incidents and service requests

5. Which statement about `service integration as a service' isCORRECT?

A) The service integrator provides services and manages other vendors
B) Multiple vendors provide the service integration and management function
C) The service integrator can be easily replaced by other vendors to leverage better pricing
D) The service integrator does not deliver any services to the organization

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