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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITSM Practices in Create, Deliver and Support | - Change Enablement
|
| Topic 2: Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
| Topic 3: Value Streams and Service Delivery | - Workflow optimization
|
| Topic 4: Team Collaboration and Shift-Left Approach | - Collaborative practices
|
| Topic 5: Service Performance and Measurement | - Continual improvement
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
1. Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
A) Shortest item first
B) Shift-left
C) Robotic process automation
D) Swarming
2. 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) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
C) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
D) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
3. A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?
A) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
B) Limit ticket submissions to reduce the workload on support staff
C) Stop recording requests during exceptionally busy times
D) Prioritize tickets based on the order of receipt
4. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)
A) Keep it simple and practical
B) Collaborate and promote visibilityright
C) Start where you are
D) Think and work holisticallyright
E) Focus on value
5. 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) Artificial intelligence
C) ITSM software
D) Advanced analytics
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: B,D | Question # 5 Answer: B |
