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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A) Establish strict internal SLAs focused on operational efficiency
B) Centralize performance dashboards on tool-generated metrics for executive reporting
C) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
D) Implement chargeback mechanisms to enforce financial accountability per department

2. An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A) Inventory and discovery of IT assets
B) Flexible workflow automation
C) Advanced analytics
D) High availability and security

3. 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) Hold regular meetings focusing on problem solutions
D) Incorporate the organization's vision into the team culture

4. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A) Declare a major incident and start the major incident management procedure
B) Escalate to the performance management team, who will then escalate to a different team if needed
C) Follow the predefined procedure for investigating web performance incidents
D) Use swarming to involve people from multiple different teams in the investigation

5. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Social media
B) Event surveys
C) Self-service portals
D) Topic-based forums

Solutions: