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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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

2. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A) Improve filtering of operations data
B) Improve operations team training
C) Recruit additional operations staff
D) Renegotiate service level targets

3. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B) Understand the situations in which incidents and service requests will be initiated
C) Understand which steps contribute least to the support of the service
D) Identify the activities which could be improved by the use of automation

4. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A) Continual improvement
B) Continuous delivery
C) Continuous integration
D) Continuous deployment

5. During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A) Prototyping
B) Implementation
C) Inspiration and empathy
D) Ideation

Solutions: