Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Release Management
B) Change Enablement
C) Service Level Management
D) Service Validation and Testingright

2. An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A) Working with a customer-oriented mindset
B) A continual improvement culture
C) Workforce planning and management
D) Shift-left

3. An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A) An item logged today at 11:00
B) An item logged yesterday at 09:00
C) An item logged yesterday at 11:00
D) An item logged today at 09:00

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

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

5. 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) Renegotiate service level targets
B) Improve operations team training
C) Review and automate filtering of operations data
D) Recruit and train additional operations staff

Solutions: