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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A) Use swarming to involve people from multiple different teams in the investigation
B) Escalate to the performance management team, who will then escalate to a different team if needed
C) Declare a major incident and start the major incident management procedure
D) Follow the predefined procedure for investigating web performance incidents

2. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Release Management
B) Change Enablement
C) Service Level Management
D) Service Validation and Testingright

3. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Compare the map to actual activities
B) Introduce additional sources of demand
C) Automate repeatable work activities
D) Determine where work is sitting in queues

4. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
B) An accurate and complete incident record, enabling subsequent trend analysis of incidents
C) An incident resolved within the target SLA time, enabling efficient use of service desk resources
D) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

5. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A) Service Desk practice
B) Financial Management practiceright
C) Service Level Management Practice
D) Service Request Management practice

Solutions: