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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Value Streams and Service Delivery | - Value stream mapping
|
| Topic 2: Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| Topic 3: Service Performance and Measurement | - Metrics and KPIs
|
| Topic 4: ITSM Practices in Create, Deliver and Support | - Incident Management
|
| Topic 5: Organizational Structure and Service Value System | - Service value chain integration
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?
- A. Incident Management practice
- B. Knowledge Management practice
- C. Event Management practice
- D. Service Desk practiceright
Correct Answer: D 🗳️
Explanation: Only visible for Exam4Free members. You can sign-up / login (it's free).
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. Use swarming to improve collaboration and validate information
- B. Limit the use of tickets to major and high-priority incidents
- C. Validate the data, when tickets are being created by service desk agents
- D. Train agents to capture the information required by each support team
Correct Answer: A 🗳️
A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?
- A. Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
- B. Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
- C. Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
- D. Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
Correct Answer: B 🗳️
Explanation: Only visible for Exam4Free members. You can sign-up / login (it's free).
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 the situations in which incidents and service requests will be initiated
- B. Identify the activities which could be improved by the use of automation
- C. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
- D. Understand which steps contribute least to the support of the service
Correct Answer: A 🗳️
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the number of hours worked by service desk staff
- B. Measuring and reporting the cost of providing a service to customers and users
- C. Measuring and reporting the number of supplier-related interruptions to a service
- D. Measuring and reporting customer satisfaction with closed incidents
Correct Answer: D 🗳️
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