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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management plays an important role only in creation of new services developed within the organization
B) Deployment management plays an important role in any value stream requiring transition of service components to production environment
C) Deployment management does not play any role in the incident resolution value stream
D) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams

2. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
B) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
C) Service Level Management practice using SLAs and OLAs to enforce response targets
D) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits

3. A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A) Integrate feedback loops and escalation mechanisms in the workflow
B) Enable variance of quality and cost of services
C) Use comprehensive complex simulations to test the workflow
D) Define and optimize an individual value stream for each team involved in service creation

4. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A) Nearshoring
B) Onshoring
C) Insourcing
D) Offshoring

5. A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

A) Introduce rules for innovation and adaptability across all teams
B) Base performance evaluations solely on the number of innovative ideas generated
C) Limit the cultural shift initiatives to only the newer employees
D) Have leaders actively demonstrate and promote innovative practices

Solutions: