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

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. Which statement about `service integration as a service' isCORRECT?

A) The service integrator does not deliver any services to the organization
B) Multiple vendors provide the service integration and management function
C) The service integrator provides services and manages other vendors
D) The service integrator can be easily replaced by other vendors to leverage better pricing

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

5. An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A) Implement a global standard design
B) Focus on app performance and security features
C) Establish a team of expert developers to revise the initial design
D) Adopt a design thinking approach based on customer and user feedback

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