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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Centralize specialist skills into a single center of excellence to drive deep expertise
B) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
C) Strengthen hierarchical governance to enforce stringent SLAs between teams
D) Minimize handover points by assigning end-to-end ownership to existing departments

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

3. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A) An item logged today at 09:00
B) An item logged yesterday at 11:00
C) An item logged today at 11:00
D) An item logged yesterday at 09:00

4. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Commoditization of service components
B) Service components lacking mass-market adoption
C) Organization-specific requirements for service functionality
D) Customer demand for personalized products

5. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Advanced analytics
B) Swarming
C) Results-based measurement
D) Outsourcing

Solutions: