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. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A) Review skills and competencies of user support staff to ensure they have the required capability
B) Use value stream mapping to help understand the end-to-end flow of user support
C) Encourage teams to collaborate so they can focus on value for users
D) Improve the integration of tools to ensure there are no gaps between processes

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

3. During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A) Service Validation and Testing practice
B) Change Enablement practiceright
C) Infrastructure and Platform Management practice
D) Release Management practice

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

5. An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

A) Create separate value streams for practices, people, tools and suppliers
B) Create one value stream for every lifecycle phase of support requests
C) Create one value stream for the entire set of support activities
D) Create one value stream for each support team

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