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

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Base performance evaluations solely on the number of innovative ideas generated
B) Introduce rules for innovation and adaptability across all teams
C) Have leaders actively demonstrate and promote innovative practices
D) Limit the cultural shift initiatives to only the newer employees

3. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Use the latest technology capabilities to improve the look and feel of the designed solution
B) Create realistic user personas based on the gathered user data
C) Interview customers about their preferences
D) Involve many users from every target group in all steps of the design

4. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Self-service portals
B) Event surveys
C) Topic-based forums
D) Social media

5. 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) Nearshoring
C) Onshoring
D) Offshoring

Solutions: