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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. Which is an example of using a `shift-left' approach to optimize password resets?

A) Train service desk agents to categorize password resets as service requests
B) Allow users to reset their own passwords using an automated tool
C) Automatically assign a high priority to password reset requests to resolve them faster
D) Encourage users to remember or safely record their passwords to reduce the number of password resets

3. 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) ICI/CD
D) Integration and data sharing

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

5. What approach can ensure testing happens earlier in the development lifecycle?

A) Service integration and management
B) Robotic process automation
C) Managing work as tickets
D) Shift-left

Solutions: