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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: Plan and build service value streams | 25% | - Service value system and value streams
|
| Topic 3: Deliver and transition services | 25% | - Service transition and change management
|
| Topic 4: Create and develop services | 25% | - Service design and development practices
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?
- A. Infrastructure and Platform Management practice
- B. Change Enablement practiceright
- C. Release Management practice
- D. Service Validation and Testing practice
Correct Answer: B 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
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. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
- D. Centralize specialist skills into a single center of excellence to drive deep expertise
Correct Answer: C 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
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. Service components lacking mass-market adoption
- C. Commoditization of service components
- D. Customer demand for personalized products
Correct Answer: C 🗳️
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?
- A. Organizational change management practice
- B. Workforce and talent management practiceright
- C. Continual improvement practice
- D. Service desk practice
Correct Answer: B 🗳️
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?
- A. Understand which steps contribute least to the support of the service
- B. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
- C. Understand the situations in which incidents and service requests will be initiated
- D. Identify the activities which could be improved by the use of automation
Correct Answer: C 🗳️
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