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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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) Event Management practice
B) Problem Management practice
C) Incident Management practiceright
D) Service Request Management practice

2. Which statement about `service integration as a service' isCORRECT?

A) The service integrator can be easily replaced by other vendors to leverage better pricing
B) The service integrator provides services and manages other vendors
C) The service integrator does not deliver any services to the organization
D) Multiple vendors provide the service integration and management function

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. 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) Introduce additional sources of demand
B) Determine where work is sitting in queues
C) Compare the map to actual activities
D) Automate repeatable work activities

5. 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) Define and optimize an individual value stream for each team involved in service creation
B) Use comprehensive complex simulations to test the workflow
C) Integrate feedback loops and escalation mechanisms in the workflow
D) Enable variance of quality and cost of services

Solutions: