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

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

2. In which circumstances should an organization buy, rather than build, software?

A) The requirements of the organization are frequently changing because of rapid expansion
B) The organization is part of a regulated industry and has a strong focus on internal policies
C) The consumers of the software have many and varied customization requirements
D) The software is widely available and its features are standardized across most organizations

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

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

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

5. An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

A) Prioritize incoming queries based on their type and associated urgency
B) Increase the number of service desk agents to process the incoming queries faster
C) Recommend users to submit queries well in advance to ensure timely processing
D) Implement separate service desks for incident and service requests

Solutions: