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

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

2. How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A) By focusing on increasing employees' technical experience
B) By continually adapting roles to evolving organizational requirements
C) By creating career paths dedicated to single technologies
D) By making it easier for employees to focus on one role

3. An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

A) Prioritize incoming queries based on their type and associated urgency
B) Increase the number of service desk agents to process the incoming queries faster
C) Implement separate service desks for incident and service requests
D) Recommend users to submit queries well in advance to ensure timely processing

4. Which is an example of a divisional organizational structure?

A) An organization which has arranged its teams in a hierarchical authority structure
B) An organization which uses a grid of reporting relationships
C) An organization which does not have a layered management structure
D) An organization which has a different business unit for each of its products

5. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Swarming
B) Results-based measurement
C) Outsourcing
D) Advanced analytics

Solutions: