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

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?

A) Follow the predefined procedure for investigating web performance incidents
B) Use swarming to involve people from multiple different teams in the investigation
C) Escalate to the performance management team, who will then escalate to a different team if needed
D) Declare a major incident and start the major incident management procedure

2. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) 'Service integration and management' manages multiple suppliers in a single value stream
B) 'Service integration and management' creates a separate value stream for each supplier
C) Service integration and management' cannot be used in an organization that uses value streams
D) Service integration and management' is independent of the organization's value streams

3. 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?

A) Recruit additional operations staff
B) Renegotiate service level targets
C) Improve operations team training
D) Improve filtering of operations data

4. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Use value stream mapping to analyze and optimize end-to-end workflows
B) Implement Agile methods to improve software development
C) Use automation to optimize service value streams
D) Implement the continual improvement model for all teams to follow

5. A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

A) Change Enablement practice
B) Software Development and Management practice
C) Service Validation and Testing practice
D) Release Management practiceright

Solutions: