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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A) Include user experience and perception in the scope of testing and involve multiple teams
B) Focus testing solely on user experience and delegate it to operational teams
C) Delegate to the vendor testing of the terminals and the card payment system
D) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers

2. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A) Follow the predefined procedure for investigating web performance incidents
B) Use swarming to involve people from multiple different teams in the investigation
C) Escalate to the performance management team, who will then escalate to a different team if needed
D) Declare a major incident and start the major incident management procedure

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

4. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

A) Improve operations team training
B) Renegotiate service level targets
C) Improve filtering of operations data
D) Recruit additional operations staff

5. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

A) Determine where work is sitting in queues
B) Introduce additional sources of demand
C) Compare the map to actual activities
D) Automate repeatable work activities

Solutions: