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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deliver and transition services | 25% | - Service delivery and operational practices
|
| Topic 2: Plan and build service value streams | 25% | - Resource and capability management
|
| Topic 3: Support and improve services | 25% | - Performance measurement and improvement
|
| Topic 4: Create and develop services | 25% | - Service design and development practices
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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 delivery
- C. Continuous integration
- D. Continuous deployment
Correct Answer: C 🗳️
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?
- A. Limit the use of tickets to major and high-priority incidents
- B. Validate the data, when tickets are being created by service desk agents
- C. Use swarming to improve collaboration and validate information
- D. Train agents to capture the information required by each support team
Correct Answer: C 🗳️
Which is an example of a divisional organizational structure?
- A. An organization which has arranged its teams in a hierarchical authority structure
- B. An organization which uses a grid of reporting relationships
- C. An organization which does not have a layered management structure
- D. An organization which has a different business unit for each of its products
Correct Answer: D 🗳️
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?
- A. Continuous delivery
- B. Continuous integration
- C. Change enablement
- D. Continuous deployment
Correct Answer: B 🗳️
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. Implement the continual improvement model for all teams to follow
- B. Use value stream mapping to analyze and optimize end-to-end workflows
- C. Implement Agile methods to improve software development
- D. Use automation to optimize service value streams
Correct Answer: B 🗳️
