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. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Avoid transferring incidents to an external supplier as long as possible
B) Ensure that errors in the software that caused incidents are fixed
C) Ensure that solutions provided by suppliers are captured and shared in the support team
D) Ensure that solutions provided by the supplier are tested

2. Which is an example of a divisional organizational structure?

A) An organization which has a different business unit for each of its products
B) An organization which has arranged its teams in a hierarchical authority structure
C) An organization which uses a grid of reporting relationships
D) An organization which does not have a layered management structure

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

4. An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A) Hold regular meetings focusing on problem solutions
B) Promote a culture of learning and development
C) Incorporate the organization's vision into the team culture
D) Encourage informal teams across the organization

5. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
B) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
C) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
D) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

Solutions: