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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. What is the goal of the `shift-left' approach?

A) Repositioning tasks to earlier stages in the process to boost workflow efficiency
B) Implementing Agile practices for continuous software development
C) Automating repetitive processes using robots and AI
D) Integrating multiple suppliers in a value stream for effective service management

2. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Encourage teams to collaborate so they can focus on value for users
B) Review skills and competencies of user support staff to ensure they have the required capability
C) Improve the integration of tools to ensure there are no gaps between processes
D) Use value stream mapping to help understand the end-to-end flow of user support

3. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Introducing continuous integration and deployment
B) Reducing the charges for less busy periods
C) Increasing the number of test specialists
D) Engaging with a supplier to outsource tasks

4. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) An incident resolved within the target SLA time, enabling efficient use of service desk resources
B) An accurate and complete incident record, enabling subsequent trend analysis of incidents
C) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
D) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article

5. During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A) Service Validation and Testing practice
B) Infrastructure and Platform Management practice
C) Release Management practice
D) Change Enablement practiceright

Solutions: