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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

What is the goal of the `shift-left' approach?

A. Repositioning tasks to earlier stages in the process to boost workflow efficiency
B. Implementing Agile practices for continuous software development
C. Integrating multiple suppliers in a value stream for effective service management
D. Automating repetitive processes using robots and AI

Question 2

An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A. Focus testing solely on user experience and delegate it to operational teams
B. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
C. Include user experience and perception in the scope of testing and involve multiple teams
D. Delegate to the vendor testing of the terminals and the card payment system

Question 3

A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A. Review the change authorization procedures
B. Review the incident resolution value stream
C. Review the incident resolution targets
D. Review the incident management process

Question 4

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

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

Solutions: