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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A) Limit ticket submissions to reduce the workload on support staff
B) Prioritize tickets based on the order of receipt
C) Stop recording requests during exceptionally busy times
D) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket

2. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) Whether the service is being created for internal or external customers
B) The number of suppliers that will be used to source service components
C) The methods used to manage the development work
D) The number of practices required to support the service

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

4. An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

A) Create one value stream for the entire set of support activities
B) Create one value stream for every lifecycle phase of support requests
C) Create one value stream for each support team
D) Create separate value streams for practices, people, tools and suppliers

5. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A) Ensure that corporate culture fits into the cultural context of the teams
B) Encourage cultural diversity without boundaries or constraints
C) Define and promote a uniform corporate culture across all teams
D) Ensure that diverse team cultures are aligned with the company's values

Solutions: