Peoplecert ITIL-4-CDS : ITIL 4 Specialist: Create, Deliver and Support

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

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

3. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Reducing the charges for less busy periods
B) Increasing the number of test specialists
C) Engaging with a supplier to outsource tasks
D) Introducing continuous integration and deployment

4. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Matrix
B) Flat
C) Divisional
D) Functional

5. Which statement about collaboration is CORRECT?

A) Collaboration is most useful for standardized work
B) Collaboration focuses on the organization's goals
C) Collaboration should be used instead of swarming or
D) Collaboration can be enforced by aligning metrics between teams

Solutions: