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

1. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A) Technical knowledge of the supported products
B) Experience of financial management
C) Commitment to continual improvement
D) Knowledge of how to log incidents and service requests

2. 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 this team can take to address leadership's concern?

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

3. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Release Management
B) Service Validation and Testingright
C) Change Enablement
D) Service Level Management

4. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
B) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
C) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
D) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach

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

Solutions: