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 has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Compare the map to actual activities
B) Automate repeatable work activities
C) Introduce additional sources of demand
D) Determine where work is sitting in queues

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) Use the latest technology capabilities to improve the look and feel of the designed solution
D) Interview customers about their preferences

3. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident resolution targets
B) Review the incident resolution value stream
C) Review the change authorization procedures
D) Review the incident management process

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

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

Solutions: