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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 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. Service Level Management
B. Change Enablement
C. Service Validation and Testingright
D. Release Management

Question 2

A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Create a change model for development changes that includes the use of safe-to-fail testing
B. Initiate development changes as emergency changes so that errors can be identified quickly
C. Increase the size of development changes to make them easier to handle and increase success
D. Create a standard change model for development changes and initiate as a service request

Question 3

A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A. 1 and 2
B. 3 and 4
C. 1 and 4
D. 2 and 3

Question 4

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

Question 5

A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A. Results-based measurement
B. Swarming
C. Outsourcing
D. Advanced analytics

Solutions: