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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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 practices required to support the service
C) The number of suppliers that will be used to source service components
D) The methods used to manage the development work

2. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the change authorization procedures
B) Review the incident resolution targets
C) Review the incident management process
D) Review the incident resolution value stream

3. Which is an example of using a `shift-left' approach to optimize password resets?

A) Allow users to reset their own passwords using an automated tool
B) Automatically assign a high priority to password reset requests to resolve them faster
C) Train service desk agents to categorize password resets as service requests
D) Encourage users to remember or safely record their passwords to reduce the number of password resets

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) Flat
B) Functional
C) Matrix
D) Divisional

5. 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) Recommend users to submit queries well in advance to ensure timely processing
C) Implement separate service desks for incident and service requests
D) Increase the number of service desk agents to process the incoming queries faster

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