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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
C) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
D) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

2. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Service Design practiceright
B) Relationship Management practice
C) Information Security Management Practice
D) Service Level Management Practice

3. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) An accurate and complete incident record, enabling subsequent trend analysis of incidents
B) An incident resolved within the target SLA time, enabling efficient use of service desk resources
C) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
D) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

4. Which is often included in an Agile approach to software development?

A) Advanced analytics
B) Information models
C) Integrated service management toolsets
D) CI/CD

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

Solutions: