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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A) Service guardian
B) Single provider
C) Service integration as a service
D) Retained service integration

2. 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) Onshoring
B) Nearshoring
C) Offshoring
D) Insourcing

3. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Reducing the time spent assessing and approving changes
B) Designing a continuous integration/continuous delivery pipeline
C) Minimizing handoffs between specialists within a development team
D) Reducing the time it takes to provide environments for projects

4. Which is an example of a divisional organizational structure?

A) An organization which uses a grid of reporting relationships
B) An organization which has a different business unit for each of its products
C) An organization which has arranged its teams in a hierarchical authority structure
D) An organization which does not have a layered management structure

5. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Close the least popular communication channels to reduce the complexity
B) Assign dedicated service desk agents to monitor each channel
C) Allocate one most suitable channel to each customer type
D) Integrate all channels to support smooth switching between them for users and support agents

Solutions: