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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Nearshoring
B) Onshoring
C) Offshoring
D) Insourcing

2. A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A) Review the change enablement practice
B) Review the incident resolution value stream
C) Review the incident resolution targets
D) Review the incident management practice

3. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) The number of practices required to support the service
B) The number of suppliers that will be used to source service components
C) The methods used to manage the development work
D) Whether the service is being created for internal or external customers

4. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A) Outsource the development of new technology segments to specialized vendors
B) Invest in targeted training programmes for existing staff in relevant emerging technologies
C) Increase the total number of employees focusing on new hires with expertise in emerging technologies
D) Restructure the organization to create specialized departments for emerging technologies

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: