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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
B) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
C) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
D) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach

2. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Integrate all channels to support smooth switching between them for users and support agents
B) Assign dedicated service desk agents to monitor each channel
C) Close the least popular communication channels to reduce the complexity
D) Allocate one most suitable channel to each customer type

3. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Minimize handover points by assigning end-to-end ownership to existing departments
B) Centralize specialist skills into a single center of excellence to drive deep expertise
C) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
D) Strengthen hierarchical governance to enforce stringent SLAs between teams

4. Which of the following involves consideration of the skills and availability of both internal and external resources?

A) Triage prioritization
B) Swarming
C) Shift-left approach
D) Build vs buy

5. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Nearshoring
B) Offshoring
C) Insourcing
D) Onshoring

Solutions: