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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Team Collaboration and Shift-Left Approach | - Collaborative practices
|
| ITSM Practices in Create, Deliver and Support | - Change Enablement
|
| Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
| Value Streams and Service Delivery | - Workflow optimization
|
| Service Performance and Measurement | - Metrics and KPIs
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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 🗳️
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?
- A. Outsource the development of new technology segments to specialized vendors
- B. Invest in targeted training programmes for existing staff in relevant emerging technologies
- C. Increase the total number of employees focusing on new hires with expertise in emerging technologies
- D. Restructure the organization to create specialized departments for emerging technologies
Correct Answer: B 🗳️
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. Improve operations team training
- B. Review and automate filtering of operations data
- C. Recruit and train additional operations staff
- D. Renegotiate service level targets
Correct Answer: B 🗳️
An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?
- A. Service integration and management' cannot be used in an organization that uses value streams
- B. Service integration and management' is independent of the organization's value streams
- C. 'Service integration and management' manages multiple suppliers in a single value stream
- D. 'Service integration and management' creates a separate value stream for each supplier
Correct Answer: C 🗳️
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?
- A. Review the incident management process
- B. Review the change authorization procedures
- C. Review the incident resolution value stream
- D. Review the incident resolution targets
Correct Answer: C 🗳️
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