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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. What should an organization consider when deciding to retain or outsource specific IT services?

A) Short-term cost optimization
B) Cultural barriers and associated risks
C) Transfer of responsibility for highly tailored services
D) Immediate staff reduction

3. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Reducing the charges for less busy periods
B) Introducing continuous integration and deployment
C) Engaging with a supplier to outsource tasks
D) Increasing the number of test specialists

4. In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

A) Problem Management practice
B) Event Management practice
C) Incident Management practiceright
D) Service Request Management practice

5. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
B) Service Level Management practice using SLAs and OLAs to enforce response targets
C) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
D) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits

Solutions: