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

1. What should an organization consider when deciding to retain or outsource specific IT services?

A) Transfer of responsibility for highly tailored services
B) Short-term cost optimization
C) Immediate staff reduction
D) Cultural barriers and associated risks

2. 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 and train additional operations staff
C) Review and automate filtering of operations data
D) Renegotiate service level targets

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

4. A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A) Single provider
B) Service guardian
C) Service integration as a service
D) Retained service integration

5. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Think and work holisticallyright
B) Collaborate and promote visibilityright
C) Focus on value
D) Keep it simple and practical
E) Start where you are

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