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

1. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Continual improvement practice
B) Organizational change management practice
C) Workforce and talent management practiceright
D) Service desk practice

2. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Improve operations team training
B) Renegotiate service level targets
C) Recruit and train additional operations staff
D) Review and automate filtering of operations data

3. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A) Encourage cultural diversity without boundaries or constraints
B) Ensure that corporate culture fits into the cultural context of the teams
C) Ensure that diverse team cultures are aligned with the company's values
D) Define and promote a uniform corporate culture across all teams

4. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident resolution value stream
B) Review the incident resolution targets
C) Review the incident management process
D) Review the change authorization procedures

5. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Prioritize queues using a combination of criteria to maximize value and minimize risks
B) Increase capacity to process all queries without delays
C) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
D) Limit the number of incoming queries so they could be processed on time

Solutions: