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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A) 2 and 3
B) 1 and 4
C) 3 and 4
D) 1 and 2

2. Which statement about `service integration as a service' isCORRECT?

A) The service integrator can be easily replaced by other vendors to leverage better pricing
B) Multiple vendors provide the service integration and management function
C) The service integrator provides services and manages other vendors
D) The service integrator does not deliver any services to the organization

3. A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A) Review the incident resolution value stream
B) Review the change enablement practice
C) Review the incident management practice
D) Review the incident resolution targets

4. 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

5. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) The number of practices required to support the service
B) Whether the service is being created for internal or external customers
C) The number of suppliers that will be used to source service components
D) The methods used to manage the development work

Solutions: