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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Create and develop services | 25% | - Quality assurance and validation
|
| Topic 2: Support and improve services | 25% | - Service support and incident management
|
| Topic 3: Deliver and transition services | 25% | - Service delivery and operational practices
|
| Topic 4: Plan and build service value streams | 25% | - Resource and capability management
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
Which is an example of a divisional organizational structure?
- A. An organization which has arranged its teams in a hierarchical authority structure
- B. An organization which has a different business unit for each of its products
- C. An organization which does not have a layered management structure
- D. An organization which uses a grid of reporting relationships
Correct Answer: B 🗳️
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. Advanced analytics
- C. Flexible workflow automation
- D. High availability and security
Correct Answer: C 🗳️
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?
- A. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
- B. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
- C. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
- D. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
Correct Answer: A 🗳️
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?
- A. Identify the activities which could be improved by the use of automation
- B. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
- C. Understand the situations in which incidents and service requests will be initiated
- D. Understand which steps contribute least to the support of the service
Correct Answer: C 🗳️
A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?
- A. Software Development and Management practice
- B. Service Validation and Testing practice
- C. Release Management practiceright
- D. Change Enablement practice
Correct Answer: C 🗳️
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