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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) Organizational structure
B) Customer orientation
C) Shift-left
D) The value of positive communications

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

3. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Renegotiate service level targets
B) Recruit and train additional operations staff
C) Review and automate filtering of operations data
D) Improve operations team training

4. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Workforce and talent management practiceright
B) Continual improvement practice
C) Organizational change management practice
D) Service desk practice

5. An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

A) Create one value stream for each support team
B) Create one value stream for the entire set of support activities
C) Create separate value streams for practices, people, tools and suppliers
D) Create one value stream for every lifecycle phase of support requests

Solutions: