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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Reducing the time spent assessing and approving changes
B) Minimizing handoffs between specialists within a development team
C) Reducing the time it takes to provide environments for projects
D) Designing a continuous integration/continuous delivery pipeline

2. 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

3. A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
B) Prioritize tickets based on the order of receipt
C) Limit ticket submissions to reduce the workload on support staff
D) Stop recording requests during exceptionally busy times

4. An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A) Integration
B) Acceptance
C) System
D) Unit

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

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

Solutions: