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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A) Change enablement
B) Continuous integration
C) Continuous deployment
D) Continuous delivery

2. A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A) Review the change enablement practice
B) Review the incident resolution targets
C) Review the incident management practice
D) Review the incident resolution value stream

3. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Offshoring
B) Nearshoring
C) Onshoring
D) Insourcing

4. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) The methods used to manage the development work
B) The number of suppliers that will be used to source service components
C) The number of practices required to support the service
D) Whether the service is being created for internal or external customers

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

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

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