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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Hold regular meetings focusing on problem solutions
B) Encourage informal teams across the organization
C) Incorporate the organization's vision into the team culture
D) Promote a culture of learning and development

3. 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

4. Which statement about collaboration is CORRECT?

A) Collaboration is most useful for standardized work
B) Collaboration should be used instead of swarming or
C) Collaboration can be enforced by aligning metrics between teams
D) Collaboration focuses on the organization's goals

5. What approach can ensure testing happens earlier in the development lifecycle?

A) Shift-left
B) Service integration and management
C) Managing work as tickets
D) Robotic process automation

Solutions: