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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Introduce additional sources of demand
B) Determine where work is sitting in queues
C) Compare the map to actual activities
D) Automate repeatable work activities

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

3. Which of the following involves consideration of the skills and availability of both internal and external resources?

A) Build vs buy
B) Triage prioritization
C) Shift-left approach
D) Swarming

4. An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A) Adopt a design thinking approach based on customer and user feedback
B) Establish a team of expert developers to revise the initial design
C) Implement a global standard design
D) Focus on app performance and security features

5. An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A) Unit
B) Acceptance
C) System
D) Integration

Solutions: