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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q39-Q44):

NEW QUESTION # 39
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A. Increase capacity to process all queries without delays
B. Limit the number of incoming queries so they could be processed on time
C. Prioritize queues using a combination of criteria to maximize value and minimize risks
D. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties

Answer: C

NEW QUESTION # 40
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A. Commitment to continual improvement
B. Technical knowledge of the supported products
C. Knowledge of how to log incidents and service requests
D. Experience of financial management

Answer: A

NEW QUESTION # 41
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A. Base performance evaluations solely on the number of innovative ideas generated
B. Have leaders actively demonstrate and promote innovative practices
C. Introduce rules for innovation and adaptability across all teams
D. Limit the cultural shift initiatives to only the newer employees

Answer: B

NEW QUESTION # 42
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. Allocate one most suitable channel to each customer type
D. Close the least popular communication channels to reduce the complexity

Answer: A

NEW QUESTION # 43
Which is often included in an Agile approach to software development?

A. Advanced analytics
B. Integrated service management toolsets
C. Information models
D. CI/CD

Answer: D

NEW QUESTION # 44
......

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100% Pass 2026 Peoplecert ITIL-4-CDS: ITIL 4 Specialist: Create, Deliver and Support–Efficient Exam Cram Questions

Official Peoplecert ITIL-4-CDS Study Guide | Reliable ITIL-4-CDS Exam Answers

Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q39-Q44):

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