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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A) Ideation
B) Implementation
C) Prototyping
D) Inspiration and empathy

2. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Prioritize queues using a combination of criteria to maximize value and minimize risks
B) Limit the number of incoming queries so they could be processed on time
C) Increase capacity to process all queries without delays
D) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties

3. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Review skills and competencies of user support staff to ensure they have the required capability
B) Use value stream mapping to help understand the end-to-end flow of user support
C) Encourage teams to collaborate so they can focus on value for users
D) Improve the integration of tools to ensure there are no gaps between processes

4. In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
B) Establish strict internal SLAs focused on operational efficiency
C) Implement chargeback mechanisms to enforce financial accountability per department
D) Centralize performance dashboards on tool-generated metrics for executive reporting

5. An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A) Implement a global standard design
B) Establish a team of expert developers to revise the initial design
C) Focus on app performance and security features
D) Adopt a design thinking approach based on customer and user feedback

Solutions: