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

1. A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A) Prioritize tickets based on the order of receipt
B) Limit ticket submissions to reduce the workload on support staff
C) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
D) Stop recording requests during exceptionally busy times

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

3. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Review skills and competencies of user support staff to ensure they have the required capability
B) Use value stream mapping to help understand the end-to-end flow of user support
C) Encourage teams to collaborate so they can focus on value for users
D) Improve the integration of tools to ensure there are no gaps between processes

4. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Service Level Management Practice
B) Service Design practiceright
C) Relationship Management practice
D) Information Security Management Practice

5. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) The number of practices required to support the service
B) The number of suppliers that will be used to source service components
C) The methods used to manage the development work
D) Whether the service is being created for internal or external customers

Solutions: