Peoplecert ITIL-4-CDS : ITIL 4 Specialist: Create, Deliver and Support

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Increase capacity to process all queries without delays
B) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
C) Limit the number of incoming queries so they could be processed on time
D) Prioritize queues using a combination of criteria to maximize value and minimize risks

3. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Release Management
B) Service Validation and Testingright
C) Change Enablement
D) Service Level Management

4. 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) Understand the situations in which incidents and service requests will be initiated
B) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
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

5. 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) 1 and 2
B) 3 and 4
C) 1 and 4
D) 2 and 3

Solutions: