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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Organizational Structure and Service Value System | - Service value chain integration
|
| Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| ITSM Practices in Create, Deliver and Support | - Incident Management
|
| Value Streams and Service Delivery | - Workflow optimization
|
| Service Performance and Measurement | - Metrics and KPIs
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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. Nearshoring
- B. Insourcing
- C. Onshoring
- D. Offshoring
Correct Answer: A 🗳️
How should roles and competencies be managed to adapt to rapid technological changes and market demands?
- A. By focusing on increasing employees' technical experience
- B. By continually adapting roles to evolving organizational requirements
- C. By making it easier for employees to focus on one role
- D. By creating career paths dedicated to single technologies
Correct Answer: B 🗳️
Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?
- A. Service Validation and Testingright
- B. Change Enablement
- C. Service Level Management
- D. Release Management
Correct Answer: A 🗳️
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An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?
- A. Workforce planning and management
- B. A continual improvement culture
- C. Shift-left
- D. Working with a customer-oriented mindset
Correct Answer: B 🗳️
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?
- A. Improve the integration of tools to ensure there are no gaps between processes
- B. Review skills and competencies of user support staff to ensure they have the required capability
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Encourage teams to collaborate so they can focus on value for users
Correct Answer: C 🗳️
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