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

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

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

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

2. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Involve many users from every target group in all steps of the design
B) Create realistic user personas based on the gathered user data
C) Interview customers about their preferences
D) Use the latest technology capabilities to improve the look and feel of the designed solution

3. In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A) Implement chargeback mechanisms to enforce financial accountability per department
B) Centralize performance dashboards on tool-generated metrics for executive reporting
C) Establish strict internal SLAs focused on operational efficiency
D) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright

4. 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) Recommend users to submit queries well in advance to ensure timely processing
B) Increase the number of service desk agents to process the incoming queries faster
C) Implement separate service desks for incident and service requests
D) Prioritize incoming queries based on their type and associated urgency

5. Which statement about collaboration is CORRECT?

A) Collaboration is most useful for standardized work
B) Collaboration can be enforced by aligning metrics between teams
C) Collaboration should be used instead of swarming or
D) Collaboration focuses on the organization's goals

Solutions: