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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
B. An incident resolved within the target SLA time, enabling efficient use of service desk resources
C. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
D. An accurate and complete incident record, enabling subsequent trend analysis of incidents

Question 2

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

Question 3

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?

A. Knowledge management
B. Service desk
C. Service level management
D. Service validation and testing

Question 4

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. Implementation
B. Prototyping
C. Ideation
D. Inspiration and empathy

Question 5

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

Solutions: