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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Create and develop services | 25% | - Service design and development practices
|
| Support and improve services | 25% | - Performance measurement and improvement
|
| Plan and build service value streams | 25% | - Resource and capability management
|
| Deliver and transition services | 25% | - Service transition and change management
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?
- A. Continuous delivery
- B. Continuous integration
- C. Continuous deployment
- D. Change enablement
Correct Answer: B 🗳️
An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?
- A. Service Design practiceright
- B. Information Security Management Practice
- C. Relationship Management practice
- D. Service Level Management Practice
Correct Answer: A 🗳️
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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. Integrate all channels to support smooth switching between them for users and support agents
- B. Allocate one most suitable channel to each customer type
- C. Assign dedicated service desk agents to monitor each channel
- D. Close the least popular communication channels to reduce the complexity
Correct Answer: A 🗳️
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?
- A. Inventory and discovery of IT assets
- B. Flexible workflow automation
- C. High availability and security
- D. Advanced analytics
Correct Answer: B 🗳️
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?
- A. Automate repeatable work activities
- B. Compare the map to actual activities
- C. Determine where work is sitting in queues
- D. Introduce additional sources of demand
Correct Answer: B 🗳️
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