Peoplecert ITIL-4-CDS : ITIL 4 Specialist: Create, Deliver and Support

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

1. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) An incident resolved within the target SLA time, enabling efficient use of service desk resources
B) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
C) An accurate and complete incident record, enabling subsequent trend analysis of incidents
D) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article

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

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

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

4. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Centralize specialist skills into a single center of excellence to drive deep expertise
B) Strengthen hierarchical governance to enforce stringent SLAs between teams
C) Minimize handover points by assigning end-to-end ownership to existing departments
D) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright

5. 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) Functional
B) Divisional
C) Flat
D) Matrix

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