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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 writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A) Integration
B) System
C) Acceptance
D) Unit

2. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A) Limit the use of tickets to major and high-priority incidents
B) Validate the data, when tickets are being created by service desk agents
C) Use swarming to improve collaboration and validate information
D) Train agents to capture the information required by each support team

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

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

4. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A) Focus testing solely on user experience and delegate it to operational teams
B) Include user experience and perception in the scope of testing and involve multiple teams
C) Delegate to the vendor testing of the terminals and the card payment system
D) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers

5. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that solutions provided by suppliers are captured and shared in the support team
B) Ensure that errors in the software that caused incidents are fixed
C) Ensure that solutions provided by the supplier are tested
D) Avoid transferring incidents to an external supplier as long as possible

Solutions: