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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:

1. An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

A) Create one value stream for every lifecycle phase of support requests
B) Create one value stream for the entire set of support activities
C) Create separate value streams for practices, people, tools and suppliers
D) Create one value stream for each support team

2. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A) Customer orientation
B) Robotic process automation
C) Integration and data sharing
D) ICI/CD

3. 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) An accurate and complete incident record, enabling subsequent trend analysis of incidents
C) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
D) An incident resolved within the target SLA time, enabling efficient use of service desk resources

4. How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A) By creating career paths dedicated to single technologies
B) By continually adapting roles to evolving organizational requirements
C) By making it easier for employees to focus on one role
D) By focusing on increasing employees' technical experience

5. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Use the latest technology capabilities to improve the look and feel of the designed solution
B) Involve many users from every target group in all steps of the design
C) Interview customers about their preferences
D) Create realistic user personas based on the gathered user data

Solutions: