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

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

2. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that solutions provided by suppliers are captured and shared in the support team
B) Ensure that errors in the software that caused incidents are fixed
C) Ensure that solutions provided by the supplier are tested
D) Avoid transferring incidents to an external supplier as long as possible

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

4. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Offshoring
B) Onshoring
C) Nearshoring
D) Insourcing

5. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Introducing continuous integration and deployment
B) Reducing the charges for less busy periods
C) Increasing the number of test specialists
D) Engaging with a supplier to outsource tasks

Solutions: