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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| Topic 2: Service Performance and Measurement | - Continual improvement
|
| Topic 3: Value Streams and Service Delivery | - Workflow optimization
|
| Topic 4: Organizational Structure and Service Value System | - Service value chain integration
|
| Topic 5: ITSM Practices in Create, Deliver and Support | - Service Desk
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
Question 1
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. Reducing the time it takes to provide environments for projects
B. Reducing the time spent assessing and approving changes
C. Minimizing handoffs between specialists within a development team
D. Designing a continuous integration/continuous delivery pipeline
Question 2
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 resolution value stream
B. Review the incident resolution targets
C. Review the incident management process
D. Review the change authorization procedures
Question 3
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. Whether the service is being created for internal or external customers
B. The number of practices required to support the service
C. The number of suppliers that will be used to source service components
D. The methods used to manage the development work
Question 4
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
A. Continuous deployment
B. Continuous delivery
C. Continuous integration
D. Continual improvement
Question 5
A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?
A. Use value stream mapping to analyze and optimize end-to-end workflows
B. Implement the continual improvement model for all teams to follow
C. Implement Agile methods to improve software development
D. Use automation to optimize service value streams
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: A |
