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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

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. Functional
C. Divisional
D. Matrix

Question 2

A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A. Swarming
B. Outsourcing
C. Advanced analytics
D. Results-based measurement

Question 3

A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A. Think and work holistically
B. Progress iteratively with feedback
C. Focus on value
D. Optimize and automate

Question 4

An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A. Increasing the number of test specialists
B. Engaging with a supplier to outsource tasks
C. Introducing continuous integration and deployment
D. Reducing the charges for less busy periods

Question 5

A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A. 1 and 2
B. 3 and 4
C. 1 and 4
D. 2 and 3

Solutions: