ITIL 4 Specialist: Create, Deliver and Support: ITIL-4-CDS Exam Premium File as PDF & Test Engine

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

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

2. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Focus on value
B) Think and work holisticallyright
C) Collaborate and promote visibilityright
D) Start where you are
E) Keep it simple and practical

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

4. Which is often included in an Agile approach to software development?

A) Information models
B) Advanced analytics
C) Integrated service management toolsets
D) CI/CD

5. A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A) Review the incident resolution value stream
B) Review the incident resolution targets
C) Review the incident management process
D) Review the change authorization procedures

Solutions: