Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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

2. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
B) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
C) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
D) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach

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

4. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident resolution value stream
B) Review the incident resolution targets
C) Review the change authorization procedures
D) Review the incident management process

5. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Increase the size of development changes to make them easier to handle and increase success
B) Create a standard change model for development changes and initiate as a service request
C) Initiate development changes as emergency changes so that errors can be identified quickly
D) Create a change model for development changes that includes the use of safe-to-fail testing

Solutions: