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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Think and work holisticallyright
B) Focus on value
C) Keep it simple and practical
D) Collaborate and promote visibilityright
E) Start where you are

2. Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A) Swarming
B) Robotic process automation
C) Shortest item first
D) Shift-left

3. 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) Results-based measurement
C) Outsourcing
D) Advanced analytics

4. 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) Onshoring
C) Insourcing
D) Offshoring

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

Solutions: