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. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Heuristic task
B) Cooperation
C) Algorithmic task
D) Servant leadership

2. 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) Acceptance
B) Unit
C) System
D) Integration

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

4. In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A) Establish strict internal SLAs focused on operational efficiency
B) Implement chargeback mechanisms to enforce financial accountability per department
C) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
D) Centralize performance dashboards on tool-generated metrics for executive reporting

5. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Use automation to optimize service value streams
B) Implement the continual improvement model for all teams to follow
C) Use value stream mapping to analyze and optimize end-to-end workflows
D) Implement Agile methods to improve software development

Solutions: