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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Algorithmic task
B) Servant leadership
C) Heuristic task
D) Cooperation

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

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

4. Which is a reason why an organization should create competency profiles for each role?

A) To plan the professional development of team members
B) To ensure that technical skills are included in each profile
C) To plan to fill all the mandatory ITIL roles
D) To ensure that IT specialists have pi-shaped skill profiles

5. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) The value of positive communications
B) Shift-left
C) Customer orientation
D) Organizational structure

Solutions: