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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Value Streams and Service Delivery | - Value stream mapping
|
| Topic 2: Organizational Structure and Service Value System | - Service value chain integration
|
| Topic 3: ITSM Practices in Create, Deliver and Support | - Incident Management
|
| Topic 4: Service Performance and Measurement | - Metrics and KPIs
|
| Topic 5: Team Collaboration and Shift-Left Approach | - Shift-left principles
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
- A. Delegate to the vendor testing of the terminals and the card payment system
- B. Focus testing solely on user experience and delegate it to operational teams
- C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- D. Include user experience and perception in the scope of testing and involve multiple teams
Correct Answer: D 🗳️
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. Minimizing handoffs between specialists within a development team
- C. Designing a continuous integration/continuous delivery pipeline
- D. Reducing the time it takes to provide environments for projects
Correct Answer: C 🗳️
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?
- A. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
- B. Minimize handover points by assigning end-to-end ownership to existing departments
- C. Strengthen hierarchical governance to enforce stringent SLAs between teams
- D. Centralize specialist skills into a single center of excellence to drive deep expertise
Correct Answer: A 🗳️
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A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?
- A. Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
- B. Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
- C. Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
- D. Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
Correct Answer: A 🗳️
Explanation: Only visible for Prep4SureReview members. You can sign-up / login (it's free).
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. Advanced analytics
- B. Inventory and discovery of IT assets
- C. Flexible workflow automation
- D. High availability and security
Correct Answer: C 🗳️
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