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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) Robotic process automation
B) Customer orientation
C) Integration and data sharing
D) ICI/CD

3. A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

A) Software Development and Management practice
B) Change Enablement practice
C) Service Validation and Testing practice
D) Release Management practiceright

4. 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) Use value stream mapping to help understand the end-to-end flow of user support
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) Encourage teams to collaborate so they can focus on value for users

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

Solutions: