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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Create and develop services | 25% | - Service design and development practices
|
| Topic 2: Deliver and transition services | 25% | - Service delivery and operational practices
|
| Topic 3: Plan and build service value streams | 25% | - Resource and capability management
|
| Topic 4: Support and improve services | 25% | - Performance measurement and improvement
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?
- A. Reducing the time spent assessing and approving changes
- B. Reducing the time it takes to provide environments for projects
- C. Designing a continuous integration/continuous delivery pipeline
- D. Minimizing handoffs between specialists within a development team
Correct Answer: C 🗳️
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. Compare the map to actual activities
- B. Automate repeatable work activities
- C. Determine where work is sitting in queues
- D. Introduce additional sources of demand
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 plan the professional development of team members
- C. To plan to fill all the mandatory ITIL roles
- D. To ensure that IT specialists have pi-shaped skill profiles
Correct Answer: B 🗳️
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
- A. Information models
- B. ITSM software
- C. Artificial intelligence
- D. Advanced analytics
Correct Answer: C 🗳️
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
- A. Escalate to the performance management team, who will then escalate to a different team if needed
- B. Declare a major incident and start the major incident management procedure
- C. Use swarming to involve people from multiple different teams in the investigation
- D. Follow the predefined procedure for investigating web performance incidents
Correct Answer: D 🗳️
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