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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Focus on value
B) Keep it simple and practical
C) Think and work holisticallyright
D) Start where you are
E) Collaborate and promote visibilityright

2. Which is an example of a divisional organizational structure?

A) An organization which uses a grid of reporting relationships
B) An organization which does not have a layered management structure
C) An organization which has arranged its teams in a hierarchical authority structure
D) An organization which has a different business unit for each of its products

3. In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A) Workforce and talent management practiceright
B) Organizational change management practice
C) Service desk practice
D) Continual improvement practice

4. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) Customer orientation
B) Robotic process automation
C) Integration and data sharing
D) ICI/CD

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

Solutions: