Peoplecert ITIL-4-CDS : 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. 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 Request Management practice
B) Service Level Management Practice
C) Financial Management practiceright
D) Service Desk practice

2. 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 delivery
B) Continuous integration
C) Continuous deployment
D) Continual improvement

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

4. An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A) Limit the number of incoming queries so they could be processed on time
B) Increase capacity to process all queries without delays
C) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
D) Prioritize queues using a combination of criteria to maximize value and minimize risks

5. A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A) Retained service integration
B) Single provider
C) Service guardian
D) Service integration as a service

Solutions: