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

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

2. What is the goal of the `shift-left' approach?

A) Implementing Agile practices for continuous software development
B) Integrating multiple suppliers in a value stream for effective service management
C) Automating repetitive processes using robots and AI
D) Repositioning tasks to earlier stages in the process to boost workflow efficiency

3. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Event surveys
B) Self-service portals
C) Topic-based forums
D) Social media

4. 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) Follow the predefined procedure for investigating web performance incidents
B) Escalate to the performance management team, who will then escalate to a different team if needed
C) Use swarming to involve people from multiple different teams in the investigation
D) Declare a major incident and start the major incident management procedure

5. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Outsourcing
B) Results-based measurement
C) Swarming
D) Advanced analytics

Solutions: