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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. A healthcare organization is implementing data analytics to analyze patient dat

A) To highlight bottlenecks in the organization's workflows when collecting patient data
B) To improve decision-making based on patient data analysis
C) To prioritize and resolve requests for patient data
D) To understand the relationships between patient data and the healthcare's business services
E) Why is data analytics important in this context?

3. A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A) 1 and 4
B) 3 and 4
C) 2 and 3
D) 1 and 2

4. Which is a reason why an organization should create competency profiles for each role?

A) To plan the professional development of team members
B) To plan to fill all the mandatory ITIL roles
C) To ensure that IT specialists have pi-shaped skill profiles
D) To ensure that technical skills are included in each profile

5. A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

A) Choosing direct integration with no predetermined order for deployment
B) Implementing point-to-point integration for each system
C) Using incremental delivery for the integration of multiple components
D) Adopting a 'big bang' approach for all integrations simultaneously

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