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

1. An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A) Adopt a design thinking approach based on customer and user feedback
B) Focus on app performance and security features
C) Implement a global standard design
D) Establish a team of expert developers to revise the initial design

2. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
B) Limit the number of incoming queries so they could be processed on time
C) Prioritize queues using a combination of criteria to maximize value and minimize risks
D) Increase capacity to process all queries without delays

3. What should an organization consider when deciding to retain or outsource specific IT services?

A) Transfer of responsibility for highly tailored services
B) Immediate staff reduction
C) Cultural barriers and associated risks
D) Short-term cost optimization

4. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A) An item logged yesterday at 11:00
B) An item logged yesterday at 09:00
C) An item logged today at 11:00
D) An item logged today at 09:00

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

Solutions: