PeopleCert ITIL 4 Specialist Create Deliver and Support Exam Questions Instant Access

Question 1

A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.

Which is the BEST approach for the service desk to use for escalating this incident?

AFollow the predefined procedure for investigating web performance incidents

BUse swarming to involve people from multiple different teams in the investigation

CEscalate to the performance management team, who will then escalate to a different team if needed

DDeclare a major incident and start the major incident management procedure

Answer : A

Question 2

An organization prioritizes its work on a 'last-in, first-out' basis.

Which work item should be actioned NEXT?

AAn item logged yesterday at 09:00

BAn item logged yesterday at 11:00

CAn item logged today at 09:00

DAn item logged today at 11:00

Answer : D

Question 3

Which is an example of results-based measurement and reporting?

AMeasuring and reporting the number of hours worked by service desk staff

BMeasuring and reporting the number of supplier-related interruptions to a service

CMeasuring and reporting customer satisfaction with closed incidents

DMeasuring and reporting the cost of providing a service to customers and users

Answer : C

Question 4

An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

AContinuous integration

BContinuous delivery

CContinuous deployment

DContinual improvement

Answer : A

Question 5

A large organization is planning to integrate multiple systems into its existing IT infrastructure. What approach should the organization consider to achieve effective integration?

AAdopting a 'big bang' approach for all integrations simultaneously

BImplementing point-to-point integration for each system

CUsing incremental delivery for the integration of multiple components

DChoosing direct integration with no predetermined order for deployment

Answer : C

Question 6

An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

Which approach would help to resolve this situation?

AContinuous integration

BContinuous delivery

CContinuous deployment

DChange enablement

Answer : A

Question 7

Which of the following involves consideration of the skills and availability of both internal and external resources?

ABuild vs buy

BSwarming

CTriage prioritization

DShift-left approach

Answer : A

PeopleCert ITIL 4 Specialist: Create, Deliver and Support ITIL 4 Specialist Create Deliver and Support Exam Questions