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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. In which circumstances should an organization buy, rather than build, software?

A) The requirements of the organization are frequently changing because of rapid expansion
B) The consumers of the software have many and varied customization requirements
C) The software is widely available and its features are standardized across most organizations
D) The organization is part of a regulated industry and has a strong focus on internal policies

3. 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 value stream
C) Review the incident resolution targets
D) Review the change authorization procedures

4. 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) Create realistic user personas based on the gathered user data
C) Interview customers about their preferences
D) Involve many users from every target group in all steps of the design

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

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