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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

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

3. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Heuristic task
B) Algorithmic task
C) Cooperation
D) Servant leadership

4. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Designing a continuous integration/continuous delivery pipeline
B) Reducing the time spent assessing and approving changes
C) Minimizing handoffs between specialists within a development team
D) Reducing the time it takes to provide environments for projects

5. During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A) Release Management practice
B) Infrastructure and Platform Management practice
C) Change Enablement practiceright
D) Service Validation and Testing practice

Solutions: