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

1. An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

A) Problem management
B) Service desk
C) Release management
D) Monitoring and event management

2. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
B) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
C) Service Level Management practice using SLAs and OLAs to enforce response targets
D) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits

3. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Encourage informal teams across the organization
B) Incorporate the organization's vision into the team culture
C) Hold regular meetings focusing on problem solutions
D) Promote a culture of learning and development

4. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Outsourcing
B) Advanced analytics
C) Results-based measurement
D) Swarming

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

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