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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Use value stream mapping to help understand the end-to-end flow of user support
B) Improve the integration of tools to ensure there are no gaps between processes
C) Review skills and competencies of user support staff to ensure they have the required capability
D) Encourage teams to collaborate so they can focus on value for users

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

3. A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A) Review the incident management practice
B) Review the incident resolution targets
C) Review the incident resolution value stream
D) Review the change enablement practice

4. Which statement about collaboration is CORRECT?

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

5. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Engaging with a supplier to outsource tasks
B) Introducing continuous integration and deployment
C) Increasing the number of test specialists
D) Reducing the charges for less busy periods

Solutions: