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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. Inventory and discovery of IT assets
B. Advanced analytics
C. High availability and security
D. Flexible workflow automation

Question 2

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A. Improve the integration of tools to ensure there are no gaps between processes
B. Review skills and competencies of user support staff to ensure they have the required capability
C. Encourage teams to collaborate so they can focus on value for users
D. Use value stream mapping to help understand the end-to-end flow of user support

Question 3

What is the goal of the `shift-left' approach?

A. Implementing Agile practices for continuous software development
B. Repositioning tasks to earlier stages in the process to boost workflow efficiency
C. Integrating multiple suppliers in a value stream for effective service management
D. Automating repetitive processes using robots and AI

Question 4

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

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

Solutions: