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

1. A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A) Stop recording requests during exceptionally busy times
B) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
C) Prioritize tickets based on the order of receipt
D) Limit ticket submissions to reduce the workload on support staff

2. Which is an example of using a `shift-left' approach to optimize password resets?

A) Train service desk agents to categorize password resets as service requests
B) Allow users to reset their own passwords using an automated tool
C) Automatically assign a high priority to password reset requests to resolve them faster
D) Encourage users to remember or safely record their passwords to reduce the number of password resets

3. During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A) Ideation
B) Inspiration and empathy
C) Prototyping
D) Implementation

4. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Determine where work is sitting in queues
B) Introduce additional sources of demand
C) Compare the map to actual activities
D) Automate repeatable work activities

5. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Invest in targeted training programmes for existing staff in relevant emerging technologies
B) Restructure the organization to create specialized departments for emerging technologies
C) Outsource the development of new technology segments to specialized vendors
D) Increase the total number of employees focusing on new hires with expertise in emerging technologies

Solutions: