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

1. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A) Workforce planning and management
B) A continual improvement culture
C) Working with a customer-oriented mindset
D) Shift-left

2. 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) Experience of financial management
C) Knowledge of how to log incidents and service requests
D) Commitment to continual improvement

3. A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A) Define and optimize an individual value stream for each team involved in service creation
B) Enable variance of quality and cost of services
C) Use comprehensive complex simulations to test the workflow
D) Integrate feedback loops and escalation mechanisms in the workflow

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

5. What approach can ensure testing happens earlier in the development lifecycle?

A) Service integration and management
B) Managing work as tickets
C) Robotic process automation
D) Shift-left

Solutions: