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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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) Introduce additional sources of demand
C) Compare the map to actual activities
D) Automate repeatable work activities

2. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Insourcing
B) Onshoring
C) Nearshoring
D) Offshoring

3. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A) Focus testing solely on user experience and delegate it to operational teams
B) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
C) Include user experience and perception in the scope of testing and involve multiple teams
D) Delegate to the vendor testing of the terminals and the card payment system

4. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident resolution targets
B) Review the change authorization procedures
C) Review the incident resolution value stream
D) Review the incident management process

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

Solutions: