Peoplecert ITIL-4-CDS : ITIL 4 Specialist: Create, Deliver and Support

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question #1
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A. Use comprehensive complex simulations to test the workflow
B. Integrate feedback loops and escalation mechanisms in the workflow
C. Define and optimize an individual value stream for each team involved in service creation
D. Enable variance of quality and cost of services

Question #2
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A. Limit the use of tickets to major and high-priority incidents
B. Validate the data, when tickets are being created by service desk agents
C. Use swarming to improve collaboration and validate information
D. Train agents to capture the information required by each support team

Question #3
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. Continuous integration
B. Continuous deployment
C. Continuous delivery
D. Change enablement

Question #4
What should an organization consider when deciding to retain or outsource specific IT services?

A. Short-term cost optimization
B. Immediate staff reduction
C. Cultural barriers and associated risks
D. Transfer of responsibility for highly tailored services

Question #5
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. Introduce rules for innovation and adaptability across all teams
B. Limit the cultural shift initiatives to only the newer employees
C. Base performance evaluations solely on the number of innovative ideas generated
D. Have leaders actively demonstrate and promote innovative practices

Solutions: