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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. High availability and security
B. Inventory and discovery of IT assets
C. Flexible workflow automation
D. Advanced analytics

Question 2

During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A. Create realistic user personas based on the gathered user data
B. Interview customers about their preferences
C. Use the latest technology capabilities to improve the look and feel of the designed solution
D. Involve many users from every target group in all steps of the design

Question 3

A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A. Define and promote a uniform corporate culture across all teams
B. Ensure that corporate culture fits into the cultural context of the teams
C. Ensure that diverse team cultures are aligned with the company's values
D. Encourage cultural diversity without boundaries or constraints

Question 4

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

Question 5

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

Solutions: