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

1. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A) Validate the data, when tickets are being created by service desk agents
B) Train agents to capture the information required by each support team
C) Use swarming to improve collaboration and validate information
D) Limit the use of tickets to major and high-priority incidents

2. 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

3. 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 creating career paths dedicated to single technologies
C) By making it easier for employees to focus on one role
D) By continually adapting roles to evolving organizational requirements

4. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Nearshoring
B) Onshoring
C) Insourcing
D) Offshoring

5. 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?

A) Continuous delivery
B) Continuous deployment
C) Continuous integration
D) Change enablement

Solutions: