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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Create a change model for development changes that includes the use of safe-to-fail testing
B) Initiate development changes as emergency changes so that errors can be identified quickly
C) Increase the size of development changes to make them easier to handle and increase success
D) Create a standard change model for development changes and initiate as a service request

2. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Review and automate filtering of operations data
B) Recruit and train additional operations staff
C) Renegotiate service level targets
D) Improve operations team training

3. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A) Continuous integration
B) Continuous delivery
C) Continuous deployment
D) Change enablement

4. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Divisional
B) Functional
C) Flat
D) Matrix

5. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Allocate one most suitable channel to each customer type
B) Integrate all channels to support smooth switching between them for users and support agents
C) Assign dedicated service desk agents to monitor each channel
D) Close the least popular communication channels to reduce the complexity

Solutions: