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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deliver and transition services | 25% | - Service delivery and operational practices
|
| Support and improve services | 25% | - Performance measurement and improvement
|
| Plan and build service value streams | 25% | - Resource and capability management
|
| Create and develop services | 25% | - Service design and development practices
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
What is the goal of the `shift-left' approach?
- A. Integrating multiple suppliers in a value stream for effective service management
- B. Implementing Agile practices for continuous software development
- C. Repositioning tasks to earlier stages in the process to boost workflow efficiency
- D. Automating repetitive processes using robots and AI
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?
- A. Swarming
- B. Results-based measurement
- C. Advanced analytics
- D. Outsourcing
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. Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
- B. Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
- C. Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
- D. Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
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During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?
- A. Interview customers about their preferences
- B. Involve many users from every target group in all steps of the design
- C. Use the latest technology capabilities to improve the look and feel of the designed solution
- D. Create realistic user personas based on the gathered user data
To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)
- A. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
- B. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
- C. Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
- D. Service Level Management practice using SLAs and OLAs to enforce response targets
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