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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) Organizational structure
B) The value of positive communications
C) Customer orientation
D) Shift-left

3. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Reducing the time spent assessing and approving changes
B) Reducing the time it takes to provide environments for projects
C) Minimizing handoffs between specialists within a development team
D) Designing a continuous integration/continuous delivery pipeline

4. 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

5. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Commoditization of service components
B) Customer demand for personalized products
C) Service components lacking mass-market adoption
D) Organization-specific requirements for service functionality

Solutions: