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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

A. Increase the number of service desk agents to process the incoming queries faster
B. Prioritize incoming queries based on their type and associated urgency
C. Recommend users to submit queries well in advance to ensure timely processing
D. Implement separate service desks for incident and service requests

Question 2

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A. Shift-left
B. Shortest item first
C. Robotic process automation
D. Swarming

Question 3

At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A. Centralize specialist skills into a single center of excellence to drive deep expertise
B. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
C. Minimize handover points by assigning end-to-end ownership to existing departments
D. Strengthen hierarchical governance to enforce stringent SLAs between teams

Question 4

Which of the following involves consideration of the skills and availability of both internal and external resources?

A. Build vs buy
B. Triage prioritization
C. Swarming
D. Shift-left approach

Question 5

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

Solutions: