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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) Organizational structure
B) Customer orientation
C) The value of positive communications
D) Shift-left

2. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Assign dedicated service desk agents to monitor each channel
B) Integrate all channels to support smooth switching between them for users and support agents
C) Allocate one most suitable channel to each customer type
D) Close the least popular communication channels to reduce the complexity

3. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Introduce rules for innovation and adaptability across all teams
B) Base performance evaluations solely on the number of innovative ideas generated
C) Have leaders actively demonstrate and promote innovative practices
D) Limit the cultural shift initiatives to only the newer employees

4. A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

A) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
B) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
C) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
D) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright

5. An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A) Inventory and discovery of IT assets
B) Flexible workflow automation
C) Advanced analytics
D) High availability and security

Solutions: