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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

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. Outsourcing
B. Advanced analytics
C. Swarming
D. Results-based measurement

Question 2

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

Question 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

Question 4

An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A. Cooperation
B. Servant leadership
C. Algorithmic task
D. Heuristic task

Question 5

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

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

Solutions: