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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Performance and Measurement | - Continual improvement
|
| Topic 2: Team Collaboration and Shift-Left Approach | - Collaborative practices
|
| Topic 3: Value Streams and Service Delivery | - Workflow optimization
|
| Topic 4: Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
| Topic 5: ITSM Practices in Create, Deliver and Support | - Change Enablement
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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. Change Enablement
- B. Release Management
- C. Service Level Management
- D. Service Validation and Testingright
Correct Answer: D 🗳️
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A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?
- A. Organization-specific requirements for service functionality
- B. Commoditization of service components
- C. Customer demand for personalized products
- D. Service components lacking mass-market adoption
Correct Answer: B 🗳️
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?
- A. The methods used to manage the development work
- B. The number of practices required to support the service
- C. Whether the service is being created for internal or external customers
- D. The number of suppliers that will be used to source service components
Correct Answer: A 🗳️
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
- A. The value of positive communications
- B. Shift-left
- C. Organizational structure
- D. Customer orientation
Correct Answer: D 🗳️
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?
- A. Service desk
- B. Problem management
- C. Release management
- D. Monitoring and event management
Correct Answer: A 🗳️
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