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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. In which circumstances should an organization buy, rather than build, software?

A) The software is widely available and its features are standardized across most organizations
B) The organization is part of a regulated industry and has a strong focus on internal policies
C) The requirements of the organization are frequently changing because of rapid expansion
D) The consumers of the software have many and varied customization requirements

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

3. 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

4. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Limit the number of incoming queries so they could be processed on time
B) Prioritize queues using a combination of criteria to maximize value and minimize risks
C) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
D) Increase capacity to process all queries without delays

5. A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A) 2 and 3
B) 3 and 4
C) 1 and 2
D) 1 and 4

Solutions: