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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 2: Information and Technology | - Supporting technologies
|
| Topic 3: Value Stream Design and Development | - Designing service value streams
|
| Topic 4: Create, Deliver and Support Practices | - Service performance and quality
|
| Topic 5: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 6: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?
- A. Implement a global standard design
- B. Adopt a design thinking approach based on customer and user feedback
- C. Focus on app performance and security features
- D. Establish a team of expert developers to revise the initial design
Correct Answer: B 🗳️
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. Robotic process automation
- D. Shift-left
Correct Answer: D 🗳️
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
- A. Use comprehensive complex simulations to test the workflow
- B. Define and optimize an individual value stream for each team involved in service creation
- C. Integrate feedback loops and escalation mechanisms in the workflow
- D. Enable variance of quality and cost of services
Correct Answer: C 🗳️
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. Limit ticket submissions to reduce the workload on support staff
- D. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
Correct Answer: D 🗳️
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?
- A. Release management
- B. Problem management
- C. Monitoring and event management
- D. Service desk
Correct Answer: D 🗳️
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