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

1. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Progress iteratively with feedback
B) Optimize and automate
C) Focus on value
D) Think and work holistically

2. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A) Financial Management practiceright
B) Service Level Management Practice
C) Service Request Management practice
D) Service Desk practice

3. An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

A) Service desk
B) Problem management
C) Release management
D) Monitoring and event management

4. What approach can ensure testing happens earlier in the development lifecycle?

A) Shift-left
B) Managing work as tickets
C) Robotic process automation
D) Service integration and management

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

Solutions: