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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

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

Question 2

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

Question 3

An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A. Working with a customer-oriented mindset
B. A continual improvement culture
C. Workforce planning and management
D. Shift-left

Question 4

A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A. 2 and 3
B. 3 and 4
C. 1 and 2
D. 1 and 4

Question 5

Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A. Robotic process automation
B. Shortest item first
C. Swarming
D. Shift-left

Solutions: