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

Question 1

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?

AConsider how the service desk teams can be involved at an earlier stage in the creation of a service.

BIdentify the activities which could be improved by the use of automation

CUnderstand which steps contribute least to the support of the service

DUnderstand the situations in which incidents and service requests will be initiated

Answer : D

Question 2

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 3

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

Question 4

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?

AThink and work holistically

BProgress iteratively with feedback

CFocus on value

DOptimize and automate

Answer : B

Question 5

A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

APrioritize tickets based on the order of receipt

BDevelop a dynamic prioritization model that assesses the impact and urgency of each ticket

CStop recording requests during exceptionally busy times

DLimit ticket submissions to reduce the workload on support staff

Answer : B

Question 6

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

ARobotic process automation

BIntegration and data sharing

CCustomer orientation

DICI/CD

Answer : B

Question 7

In which circumstances should an organization buy, rather than build, software?

AThe software is widely available and its features are standardized across most organizations

BThe organization is part of a regulated industry and has a strong focus on internal policies

CThe requirements of the organization are frequently changing because of rapid expansion

DThe consumers of the software have many and varied customization requirements

Answer : A

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