Peoplecert ITIL-4-CDS real exam prep : ITIL 4 Specialist: Create, Deliver and Support

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A) Continuous integration
B) Continual improvement
C) Continuous deployment
D) Continuous delivery

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

3. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Service components lacking mass-market adoption
B) Customer demand for personalized products
C) Commoditization of service components
D) Organization-specific requirements for service functionality

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

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) Insourcing
B) Nearshoring
C) Onshoring
D) Offshoring

Solutions: