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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A) Think and work holistically
B) Optimize and automate
C) Focus on value
D) Progress iteratively with feedback

2. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management does not play any role in the incident resolution value stream
B) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
C) Deployment management plays an important role only in creation of new services developed within the organization
D) Deployment management plays an important role in any value stream requiring transition of service components to production environment

3. A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that solutions provided by the supplier are tested
B) Ensure that errors in the software that caused incidents are fixed
C) Avoid transferring incidents to an external supplier as long as possible
D) Ensure that solutions provided by suppliers are captured and shared in the support team

4. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A) Continuous integration
B) Continuous delivery
C) Continuous deployment
D) Continual improvement

5. Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A) Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
B) Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
C) Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
D) Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets

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