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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
1. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?
A) Review the incident resolution targets
B) Review the incident resolution value stream
C) Review the change authorization procedures
D) Review the incident management process
2. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
A) Declare a major incident and start the major incident management procedure
B) Follow the predefined procedure for investigating web performance incidents
C) Use swarming to involve people from multiple different teams in the investigation
D) Escalate to the performance management team, who will then escalate to a different team if needed
3. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?
A) Cooperation
B) Heuristic task
C) Algorithmic task
D) Servant leadership
4. 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) Reducing the charges for less busy periods
B) Increasing the number of test specialists
C) Introducing continuous integration and deployment
D) Engaging with a supplier to outsource tasks
5. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?
A) A continual improvement culture
B) Working with a customer-oriented mindset
C) Shift-left
D) Workforce planning and management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A |



