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

1. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
C) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
D) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

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

A) The consumers of the software have many and varied customization requirements
B) The software is widely available and its features are standardized across most organizations
C) The requirements of the organization are frequently changing because of rapid expansion
D) The organization is part of a regulated industry and has a strong focus on internal policies

3. An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

A) Monitoring and event management
B) Service desk
C) Problem management
D) Release management

4. A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A) Service guardian
B) Single provider
C) Service integration as a service
D) Retained service integration

5. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A) An item logged yesterday at 09:00
B) An item logged today at 09:00
C) An item logged today at 11:00
D) An item logged yesterday at 11:00

Solutions: