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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A) Prototyping
B) Inspiration and empathy
C) Implementation
D) Ideation

3. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) Customer orientation
B) ICI/CD
C) Robotic process automation
D) Integration and data sharing

4. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Allocate one most suitable channel to each customer type
B) Assign dedicated service desk agents to monitor each channel
C) Close the least popular communication channels to reduce the complexity
D) Integrate all channels to support smooth switching between them for users and support agents

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

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

Solutions: