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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

A) Change Enablement practice
B) Deployment Management practiceright
C) Infrastructure and Platform Management practice
D) Release Management practice

2. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Increase capacity to process all queries without delays
B) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
C) Limit the number of incoming queries so they could be processed on time
D) Prioritize queues using a combination of criteria to maximize value and minimize risks

3. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Use the latest technology capabilities to improve the look and feel of the designed solution
B) Involve many users from every target group in all steps of the design
C) Create realistic user personas based on the gathered user data
D) Interview customers about their preferences

4. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Limit the cultural shift initiatives to only the newer employees
B) Introduce rules for innovation and adaptability across all teams
C) Base performance evaluations solely on the number of innovative ideas generated
D) Have leaders actively demonstrate and promote innovative practices

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: