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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deliver and transition services | 25% | - Service transition and change management
|
| Plan and build service value streams | 25% | - Resource and capability management
|
| Create and develop services | 25% | - Service design and development practices
|
| Support and improve services | 25% | - Service support and incident management
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
Which is an example of a divisional organizational structure?
- A. An organization which uses a grid of reporting relationships
- B. An organization which does not have a layered management structure
- C. An organization which has a different business unit for each of its products
- D. An organization which has arranged its teams in a hierarchical authority structure
Correct Answer: C 🗳️
What approach can ensure testing happens earlier in the development lifecycle?
- A. Shift-left
- B. Managing work as tickets
- C. Service integration and management
- D. Robotic process automation
Correct Answer: A 🗳️
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. Minimizing handoffs between specialists within a development team
- B. Reducing the time it takes to provide environments for projects
- C. Designing a continuous integration/continuous delivery pipeline
- D. Reducing the time spent assessing and approving changes
Correct Answer: C 🗳️
A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?
- A. Service desk
- B. Service validation and testing
- C. Service level management
- D. Knowledge management
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. Minimize handover points by assigning end-to-end ownership to existing departments
- B. Strengthen hierarchical governance to enforce stringent SLAs between teams
- C. Centralize specialist skills into a single center of excellence to drive deep expertise
- D. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
Correct Answer: D 🗳️
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