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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A. Limit the use of tickets to major and high-priority incidents
B. Use swarming to improve collaboration and validate information
C. Validate the data, when tickets are being created by service desk agents
D. Train agents to capture the information required by each support team

Question 2

A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A. Single provider
B. Retained service integration
C. Service guardian
D. Service integration as a service

Question 3

In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A. Continual improvement practice
B. Organizational change management practice
C. Service desk practice
D. Workforce and talent management practiceright

Question 4

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. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4

Question 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. Encourage cultural diversity without boundaries or constraints
B. Ensure that corporate culture fits into the cultural context of the teams
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: