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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Understand which steps contribute least to the support of the service
B) Identify the activities which could be improved by the use of automation
C) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
D) Understand the situations in which incidents and service requests will be initiated

2. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Focus on value
B) Optimize and automate
C) Progress iteratively with feedback
D) Think and work holistically

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

4. In which circumstances should an organization buy, rather than build, software?

A) The consumers of the software have many and varied customization requirements
B) The requirements of the organization are frequently changing because of rapid expansion
C) The organization is part of a regulated industry and has a strong focus on internal policies
D) The software is widely available and its features are standardized across most organizations

5. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Nearshoring
B) Offshoring
C) Insourcing
D) Onshoring

Solutions: