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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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) Service components lacking mass-market adoption
C) Customer demand for personalized products
D) Organization-specific requirements for service functionality

2. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Understand which steps contribute least to the support of the service
B) Identify the activities which could be improved by the use of automation
C) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
D) Understand the situations in which incidents and service requests will be initiated

3. A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A) One value stream for the organization, and separate value streams for each supplier
B) One value stream for the organization, and separate value streams for each team
C) One value stream for all activity that arrives via the service desk
D) One value stream for resolving incidents, and a separate value stream for managing service requests

4. A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A) Review the incident resolution value stream
B) Review the incident management practice
C) Review the change enablement practice
D) Review the incident resolution targets

5. Which is a reason why an organization should create competency profiles for each role?

A) To plan to fill all the mandatory ITIL roles
B) To ensure that IT specialists have pi-shaped skill profiles
C) To ensure that technical skills are included in each profile
D) To plan the professional development of team members

Solutions: