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

1. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A) Ensure that corporate culture fits into the cultural context of the teams
B) Define and promote a uniform corporate culture across all teams
C) Ensure that diverse team cultures are aligned with the company's values
D) Encourage cultural diversity without boundaries or constraints

2. 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

3. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Prioritize queues using a combination of criteria to maximize value and minimize risks
B) Limit the number of incoming queries so they could be processed on time
C) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
D) Increase capacity to process all queries without delays

4. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Information Security Management Practice
B) Service Design practiceright
C) Service Level Management Practice
D) Relationship Management practice

5. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B) Understand which steps contribute least to the support of the service
C) Understand the situations in which incidents and service requests will be initiated
D) Identify the activities which could be improved by the use of automation

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