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

1. Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A) Shift-left
B) Robotic process automation
C) Shortest item first
D) Swarming

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

3. An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A) High availability and security
B) Advanced analytics
C) Inventory and discovery of IT assets
D) Flexible workflow automation

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

5. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Have leaders actively demonstrate and promote innovative practices
B) Introduce rules for innovation and adaptability across all teams
C) Limit the cultural shift initiatives to only the newer employees
D) Base performance evaluations solely on the number of innovative ideas generated

Solutions: