Peoplecert Peoplecert Certification ITIL-4-CDS

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

1. 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) Strengthen hierarchical governance to enforce stringent SLAs between teams
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) Minimize handover points by assigning end-to-end ownership to existing departments

2. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that solutions provided by suppliers are captured and shared in the support team
B) Ensure that errors in the software that caused incidents are fixed
C) Avoid transferring incidents to an external supplier as long as possible
D) Ensure that solutions provided by the supplier are tested

3. An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A) Increasing the number of test specialists
B) Introducing continuous integration and deployment
C) Engaging with a supplier to outsource tasks
D) Reducing the charges for less busy periods

4. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Implement the continual improvement model for all teams to follow
B) Use value stream mapping to analyze and optimize end-to-end workflows
C) Implement Agile methods to improve software development
D) Use automation to optimize service value streams

5. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A) Limit the use of tickets to major and high-priority incidents
B) Use swarming to improve collaboration and validate information
C) Validate the data, when tickets are being created by service desk agents
D) Train agents to capture the information required by each support team

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