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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

2. A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

A) Using incremental delivery for the integration of multiple components
B) Choosing direct integration with no predetermined order for deployment
C) Implementing point-to-point integration for each system
D) Adopting a 'big bang' approach for all integrations simultaneously

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

4. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Minimize handover points by assigning end-to-end ownership to existing departments
B) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
C) Centralize specialist skills into a single center of excellence to drive deep expertise
D) Strengthen hierarchical governance to enforce stringent SLAs between teams

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

Solutions: