PeopleCert ITIL-4-Specialist-Create-Deliver-and-Support Exam Practice Test 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

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

AService integration and management

BManaging work as tickets

CShift-left

DRobotic process automation

Answer : C

Question 3

An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.

Which is the BEST action this team can take to address leadership's concern?

ADetermine where work is sitting in queues

BIntroduce additional sources of demand

CCompare the map to actual activities

DAutomate repeatable work activities

Answer : C

Question 4

A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

ACommoditization of service components

BOrganization-specific requirements for service functionality

CCustomer demand for personalized products

DService components lacking mass-market adoption

Answer : A

Question 5

A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

ARecruit and train additional operations staff

BImprove operations team training

CRenegotiate service level targets

DReview and automate filtering of operations data

Answer : D

Question 6

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?

APrioritize all incoming queries according to their economic value to maximize profit and minimize penalties

BPrioritize queues using a combination of criteria to maximize value and minimize risks

CIncrease capacity to process all queries without delays

DLimit the number of incoming queries so they could be processed on time

Answer : B

Question 7

A healthcare organization is implementing data analytics to analyze patient dat

a. Why is data analytics important in this context?

ATo prioritize and resolve requests for patient data

BTo improve decision-making based on patient data analysis

CTo understand the relationships between patient data and the healthcare's business services

DTo highlight bottlenecks in the organization's workflows when collecting patient data

Answer : B

PeopleCert ITIL 4 Specialist: Create, Deliver and Support ITIL-4-Specialist-Create-Deliver-and-Support Exam Practice Test