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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Information and Technology | - Supporting technologies
|
| Topic 2: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Topic 3: Value Stream Design and Development | - Designing service value streams
|
| Topic 4: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 5: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 6: Create, Deliver and Support Practices | - Service performance and quality
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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 2
- B. 2 and 3
- C. 3 and 4
- D. 1 and 4
Correct Answer: C 🗳️
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
- A. Integrate feedback loops and escalation mechanisms in the workflow
- B. Enable variance of quality and cost of services
- C. Use comprehensive complex simulations to test the workflow
- D. Define and optimize an individual value stream for each team involved in service creation
Correct Answer: A 🗳️
Which is a reason why an organization should create competency profiles for each role?
- A. To ensure that technical skills are included in each profile
- B. To ensure that IT specialists have pi-shaped skill profiles
- C. To plan to fill all the mandatory ITIL roles
- D. To plan the professional development of team members
Correct Answer: D 🗳️
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. Customer orientation
- B. Organizational structure
- C. The value of positive communications
- D. Shift-left
Correct Answer: A 🗳️
In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?
- A. Incident Management practiceright
- B. Problem Management practice
- C. Event Management practice
- D. Service Request Management practice
Correct Answer: A 🗳️
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