Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS Exam Questions

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Social media
B) Event surveys
C) Self-service portals
D) Topic-based forums

2. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A) Escalate to the performance management team, who will then escalate to a different team if needed
B) Declare a major incident and start the major incident management procedure
C) Follow the predefined procedure for investigating web performance incidents
D) Use swarming to involve people from multiple different teams in the investigation

3. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A) Improve operations team training
B) Recruit additional operations staff
C) Improve filtering of operations data
D) Renegotiate service level targets

4. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
D) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

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

Solutions: