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

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

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

3. 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) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
C) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
D) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

4. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A) An item logged today at 09:00
B) An item logged yesterday at 09:00
C) An item logged yesterday at 11:00
D) An item logged today at 11:00

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

Solutions: