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

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A healthcare organization is implementing data analytics to analyze patient dat

A) To highlight bottlenecks in the organization's workflows when collecting patient data
B) Why is data analytics important in this context?
C) To prioritize and resolve requests for patient data
D) To understand the relationships between patient data and the healthcare's business services
E) To improve decision-making based on patient data analysis

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

3. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Create a standard change model for development changes and initiate as a service request
B) Increase the size of development changes to make them easier to handle and increase success
C) Initiate development changes as emergency changes so that errors can be identified quickly
D) Create a change model for development changes that includes the use of safe-to-fail testing

4. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A) Delegate to the vendor testing of the terminals and the card payment system
B) Focus testing solely on user experience and delegate it to operational teams
C) Include user experience and perception in the scope of testing and involve multiple teams
D) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers

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

Solutions: