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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Renegotiate service level targets
B) Recruit and train additional operations staff
C) Review and automate filtering of operations data
D) Improve operations team training

2. 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) Enable variance of quality and cost of services
C) Use comprehensive complex simulations to test the workflow
D) Integrate feedback loops and escalation mechanisms in the workflow

3. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Service Validation and Testingright
B) Change Enablement
C) Release Management
D) Service Level Management

4. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) Robotic process automation
B) ICI/CD
C) Customer orientation
D) Integration and data sharing

5. Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A) Topic-based forums
B) Event surveys
C) Social media
D) Self-service portals

Solutions: