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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) Stop recording requests during exceptionally busy times
B) Prioritize tickets based on the order of receipt
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 operations team training
D) Improve filtering of operations data

3. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Minimizing handoffs between specialists within a development team
B) Reducing the time spent assessing and approving changes
C) Designing a continuous integration/continuous delivery pipeline
D) Reducing the time it takes to provide environments for projects

4. Which is often included in an Agile approach to software development?

A) Integrated service management toolsets
B) Advanced analytics
C) Information models
D) CI/CD

5. 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) 2 and 3
C) 1 and 4
D) 3 and 4

Solutions: