Peoplecert Certification ITIL-4-CDS

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

1. Which is an example of a divisional organizational structure?

A) An organization which has arranged its teams in a hierarchical authority structure
B) An organization which uses a grid of reporting relationships
C) An organization which does not have a layered management structure
D) An organization which has a different business unit for each of its products

2. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) An accurate and complete incident record, enabling subsequent trend analysis of incidents
B) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
C) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
D) An incident resolved within the target SLA time, enabling efficient use of service desk resources

3. 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) Enable variance of quality and cost of services
C) Define and optimize an individual value stream for each team involved in service creation
D) Integrate feedback loops and escalation mechanisms in the workflow

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

5. 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) Interview customers about their preferences
C) Use the latest technology capabilities to improve the look and feel of the designed solution
D) Create realistic user personas based on the gathered user data

Solutions: