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

1. 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

2. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) Service integration and management' is independent of the organization's value streams
B) 'Service integration and management' manages multiple suppliers in a single value stream
C) 'Service integration and management' creates a separate value stream for each supplier
D) Service integration and management' cannot be used in an organization that uses value streams

3. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management plays an important role in any value stream requiring transition of service components to production environment
B) Deployment management does not play any role in the incident resolution value stream
C) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
D) Deployment management plays an important role only in creation of new services developed within the organization

4. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Collaborate and promote visibilityright
B) Keep it simple and practical
C) Think and work holisticallyright
D) Start where you are
E) Focus on value

5. 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 change authorization procedures
D) Review the incident management process

Solutions: