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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
B. Deployment management plays an important role only in creation of new services developed within the organization
C. Deployment management plays an important role in any value stream requiring transition of service components to production environment
D. Deployment management does not play any role in the incident resolution value stream

Question 2

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

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

Question 4

A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A. Allocate one most suitable channel to each customer type
B. Assign dedicated service desk agents to monitor each channel
C. Integrate all channels to support smooth switching between them for users and support agents
D. Close the least popular communication channels to reduce the complexity

Question 5

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. Information Security Management Practice
C. Service Level Management Practice
D. Relationship Management practice

Solutions: