Peoplecert ITIL-4-CDS : ITIL 4 Specialist: Create, Deliver and Support

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

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

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

2. 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) ICI/CD
C) Integration and data sharing
D) Robotic process automation

3. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Implement the continual improvement model for all teams to follow
B) Use automation to optimize service value streams
C) Implement Agile methods to improve software development
D) Use value stream mapping to analyze and optimize end-to-end workflows

4. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Introducing continuous integration and deployment
B) Engaging with a supplier to outsource tasks
C) Increasing the number of test specialists
D) Reducing the charges for less busy periods

5. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident management process
B) Review the incident resolution targets
C) Review the incident resolution value stream
D) Review the change authorization procedures

Solutions: