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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support and improve services | 25% | - Performance measurement and improvement
|
| Topic 2: Deliver and transition services | 25% | - Service delivery and operational practices
|
| Topic 3: Plan and build service value streams | 25% | - Resource and capability management
|
| Topic 4: Create and develop services | 25% | - Quality assurance and validation
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?
- A. Ensure that solutions provided by the supplier are tested
- B. Avoid transferring incidents to an external supplier as long as possible
- C. Ensure that errors in the software that caused incidents are fixed
- D. Ensure that solutions provided by suppliers are captured and shared in the support team
Correct Answer: D 🗳️
Which is a reason why an organization should create competency profiles for each role?
- A. To ensure that IT specialists have pi-shaped skill profiles
- B. To plan the professional development of team members
- C. To plan to fill all the mandatory ITIL roles
- D. To ensure that technical skills are included in each profile
Correct Answer: B 🗳️
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
- A. Continual improvement
- B. Continuous integration
- C. Continuous delivery
- D. Continuous deployment
Correct Answer: B 🗳️
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
- B. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
- C. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- D. An incident resolved within the target SLA time, enabling efficient use of service desk resources
Correct Answer: A 🗳️
An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?
- A. Cooperation
- B. Servant leadership
- C. Heuristic task
- D. Algorithmic task
Correct Answer: C 🗳️
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