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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

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

Question 2

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. Recruit additional operations staff
B. Renegotiate service level targets
C. Improve operations team training
D. Improve filtering of operations data

Question 3

To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A. Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
B. Service Level Management practice using SLAs and OLAs to enforce response targets
C. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
D. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright

Question 4

An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A. Integration
B. Unit
C. System
D. Acceptance

Question 5

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

Solutions: