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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

A) Define and promote a uniform corporate culture across all teams
B) Encourage cultural diversity without boundaries or constraints
C) Ensure that diverse team cultures are aligned with the company's values
D) Ensure that corporate culture fits into the cultural context of the teams

2. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A) Flat
B) Matrix
C) Functional
D) Divisional

3. In which circumstances should an organization buy, rather than build, software?

A) The organization is part of a regulated industry and has a strong focus on internal policies
B) The requirements of the organization are frequently changing because of rapid expansion
C) The consumers of the software have many and varied customization requirements
D) The software is widely available and its features are standardized across most organizations

4. 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 change authorization procedures
D) Review the incident management process

5. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) An incident resolved within the target SLA time, enabling efficient use of service desk resources
B) An accurate and complete incident record, enabling subsequent trend analysis of incidents
C) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
D) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

Solutions: