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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Commoditization of service components
B) Customer demand for personalized products
C) Service components lacking mass-market adoption
D) Organization-specific requirements for service functionality

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

4. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Change Enablement
B) Service Validation and Testingright
C) Service Level Management
D) Release Management

5. 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) Prioritize queues using a combination of criteria to maximize value and minimize risks
C) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
D) Limit the number of incoming queries so they could be processed on time

Solutions: