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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

Question 2

An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A. Workforce planning and management
B. Working with a customer-oriented mindset
C. A continual improvement culture
D. Shift-left

Question 3

In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A. Continual improvement practice
B. Workforce and talent management practiceright
C. Service desk practice
D. Organizational change management practice

Question 4

An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A. Promote a culture of learning and development
B. Encourage informal teams across the organization
C. Incorporate the organization's vision into the team culture
D. Hold regular meetings focusing on problem solutions

Question 5

An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A. Heuristic task
B. Servant leadership
C. Cooperation
D. Algorithmic task

Solutions: