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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Customer demand for personalized products
B) Organization-specific requirements for service functionality
C) Commoditization of service components
D) Service components lacking mass-market adoption

2. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A) Continual improvement
B) Continuous delivery
C) Continuous integration
D) Continuous deployment

3. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) 'Service integration and management' creates a separate value stream for each supplier
B) 'Service integration and management' manages multiple suppliers in a single value stream
C) Service integration and management' cannot be used in an organization that uses value streams
D) Service integration and management' is independent of the organization's value streams

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

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

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) Renegotiate service level targets
C) Review and automate filtering of operations data
D) Recruit and train additional operations staff

Solutions: