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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Topic 2: Information and Technology | - Supporting technologies
|
| Topic 3: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 4: Value Stream Design and Development | - Designing service value streams
|
| Topic 5: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 6: Create, Deliver and Support Practices | - Service performance and quality
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?
- A. Incident Management practiceright
- B. Problem Management practice
- C. Event Management practice
- D. Service Request Management practice
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To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)
- A. Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
- B. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
- C. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
- D. Service Level Management practice using SLAs and OLAs to enforce response targets
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A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?
- A. Service desk
- B. Service validation and testing
- C. Knowledge management
- D. Service level management
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
- A. Robotic process automation
- B. Shortest item first
- C. Swarming
- D. Shift-left
A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created
- A. 1 and 2
- B. 3 and 4
- C. 1 and 4
- D. 2 and 3
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