Peoplecert 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 experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Increasing the number of test specialists
B) Engaging with a supplier to outsource tasks
C) Reducing the charges for less busy periods
D) Introducing continuous integration and deployment

2. Which statement about collaboration is CORRECT?

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

3. 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) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
B) Limit ticket submissions to reduce the workload on support staff
C) Prioritize tickets based on the order of receipt
D) Stop recording requests during exceptionally busy times

4. Which is an example of results-based measurement and reporting?

A) Measuring and reporting customer satisfaction with closed incidents
B) Measuring and reporting the number of hours worked by service desk staff
C) Measuring and reporting the number of supplier-related interruptions to a service
D) Measuring and reporting the cost of providing a service to customers and users

5. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A) Artificial intelligence
B) Advanced analytics
C) Information models
D) ITSM software

Solutions: