Peoplecert ITIL-4-CDS real exam prep : 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. 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) Prioritize tickets based on the order of receipt
B) Stop recording requests during exceptionally busy times
C) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
D) Limit ticket submissions to reduce the workload on support staff

2. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A) Renegotiate service level targets
B) Recruit additional operations staff
C) Improve filtering of operations data
D) Improve operations team training

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

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

5. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Focus on value
B) Think and work holistically
C) Progress iteratively with feedback
D) Optimize and automate

Solutions: