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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A) Service level management
B) Knowledge management
C) Service validation and testing
D) Service desk

3. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Servant leadership
B) Cooperation
C) Heuristic task
D) Algorithmic task

4. 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

5. Which is a reason why an organization should create competency profiles for each role?

A) To plan the professional development of team members
B) To ensure that IT specialists have pi-shaped skill profiles
C) To ensure that technical skills are included in each profile
D) To plan to fill all the mandatory ITIL roles

Solutions: