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Free PEOPLECERT ITIL-4-Specialist-Create-Deliver-and-Support Exam Questions (page: 4)

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PDF with 73 Questions

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?

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

Answer(s): A



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?

  1. Release management
  2. Monitoring and event management
  3. Problem management
  4. Service desk

Answer(s): D



Which is an example of results-based measurement and reporting?

  1. Measuring and reporting the number of hours worked by service desk staff
  2. Measuring and reporting the number of supplier-related interruptions to a service
  3. Measuring and reporting customer satisfaction with closed incidents
  4. Measuring and reporting the cost of providing a service to customers and users

Answer(s): C



A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

  1. Knowledge management
  2. Service validation and testing
  3. Service level management
  4. Service desk

Answer(s): C



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