Peoplecert ITIL 4 Specialist: Create, Deliver and Support - ITIL-4-CDS FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A. An accurate and complete incident record, enabling subsequent trend analysis of incidents B. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article C. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption D. An incident resolved within the target SLA time, enabling efficient use of service desk resources

Discussion 0

Correct Answer: C Vote an answer

Question 2

How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A. By making it easier for employees to focus on one role B. By creating career paths dedicated to single technologies C. By focusing on increasing employees' technical experience D. By continually adapting roles to evolving organizational requirements

Discussion 0

Correct Answer: D Vote an answer

Question 3

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

Discussion 0

Correct Answer: B,C Vote an answer

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Question 4

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

Discussion 0

Correct Answer: C Vote an answer

Question 5

A healthcare organization is implementing data analytics to analyze patient dat

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

Discussion 0

Correct Answer: A Vote an answer

Question 6

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

Discussion 0

Correct Answer: C Vote an answer

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Question 7

A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket B. Stop recording requests during exceptionally busy times C. Limit ticket submissions to reduce the workload on support staff D. Prioritize tickets based on the order of receipt

Discussion 0

Correct Answer: A Vote an answer

Question 8

Which statement about `service integration as a service' isCORRECT?

A. Multiple vendors provide the service integration and management function B. The service integrator can be easily replaced by other vendors to leverage better pricing C. The service integrator does not deliver any services to the organization D. The service integrator provides services and manages other vendors

Discussion 0

Correct Answer: D Vote an answer

Question 9

During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A. Change Enablement practiceright B. Infrastructure and Platform Management practice C. Release Management practice D. Service Validation and Testing practice

Discussion 0

Correct Answer: A Vote an answer

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