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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B) Understand which steps contribute least to the support of the service
C) Identify the activities which could be improved by the use of automation
D) Understand the situations in which incidents and service requests will be initiated

2. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
B) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
C) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
D) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

3. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A) Commitment to continual improvement
B) Technical knowledge of the supported products
C) Experience of financial management
D) Knowledge of how to log incidents and service requests

4. Which statement about collaboration is CORRECT?

A) Collaboration is most useful for standardized work
B) Collaboration should be used instead of swarming or
C) Collaboration focuses on the organization's goals
D) Collaboration can be enforced by aligning metrics between teams

5. 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) Establish a team of expert developers to revise the initial design
C) Implement a global standard design
D) Focus on app performance and security features

Solutions: