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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Avoid transferring incidents to an external supplier as long as possible
B) Ensure that solutions provided by suppliers are captured and shared in the support team
C) Ensure that errors in the software that caused incidents are fixed
D) Ensure that solutions provided by the supplier are tested

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

3. Which statement about `service integration as a service' isCORRECT?

A) The service integrator does not deliver any services to the organization
B) Multiple vendors provide the service integration and management function
C) The service integrator provides services and manages other vendors
D) The service integrator can be easily replaced by other vendors to leverage better pricing

4. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Limit the cultural shift initiatives to only the newer employees
B) Introduce rules for innovation and adaptability across all teams
C) Have leaders actively demonstrate and promote innovative practices
D) Base performance evaluations solely on the number of innovative ideas generated

5. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) The value of positive communications
B) Organizational structure
C) Shift-left
D) Customer orientation

Solutions: