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

1. 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

2. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B) Understand the situations in which incidents and service requests will be initiated
C) Identify the activities which could be improved by the use of automation
D) Understand which steps contribute least to the support of the service

3. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Optimize and automate
B) Focus on value
C) Think and work holistically
D) Progress iteratively with feedback

4. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A) ITSM software
B) Advanced analytics
C) Information models
D) Artificial intelligence

5. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) Integration and data sharing
B) ICI/CD
C) Robotic process automation
D) Customer orientation

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