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

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Improve the integration of tools to ensure there are no gaps between processes
B) Use value stream mapping to help understand the end-to-end flow of user support
C) Review skills and competencies of user support staff to ensure they have the required capability
D) Encourage teams to collaborate so they can focus on value for users

2. Which is a reason why an organization should create competency profiles for each role?

A) To ensure that IT specialists have pi-shaped skill profiles
B) To plan the professional development of team members
C) To ensure that technical skills are included in each profile
D) To plan to fill all the mandatory ITIL roles

3. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A) Workforce planning and management
B) Shift-left
C) Working with a customer-oriented mindset
D) A continual improvement culture

4. Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A) Shift-left
B) Shortest item first
C) Swarming
D) Robotic process automation

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

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

Solutions: