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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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) Prioritize queues using a combination of criteria to maximize value and minimize risks
B) Increase capacity to process all queries without delays
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

2. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Optimize and automate
B) Think and work holistically
C) Progress iteratively with feedback
D) Focus on value

3. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Use automation to optimize service value streams
B) Use value stream mapping to analyze and optimize end-to-end workflows
C) Implement the continual improvement model for all teams to follow
D) Implement Agile methods to improve software development

4. In which circumstances should an organization buy, rather than build, software?

A) The organization is part of a regulated industry and has a strong focus on internal policies
B) The requirements of the organization are frequently changing because of rapid expansion
C) The consumers of the software have many and varied customization requirements
D) The software is widely available and its features are standardized across most organizations

5. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Automate repeatable work activities
B) Introduce additional sources of demand
C) Determine where work is sitting in queues
D) Compare the map to actual activities

Solutions: