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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) The number of practices required to support the service
B) The methods used to manage the development work
C) Whether the service is being created for internal or external customers
D) The number of suppliers that will be used to source service components

2. A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A) Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
B) Stop recording requests during exceptionally busy times
C) Prioritize tickets based on the order of receipt
D) Limit ticket submissions to reduce the workload on support staff

3. 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) Progress iteratively with feedback
C) Optimize and automate
D) Focus on value

4. At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
B) Centralize specialist skills into a single center of excellence to drive deep expertise
C) Strengthen hierarchical governance to enforce stringent SLAs between teams
D) Minimize handover points by assigning end-to-end ownership to existing departments

5. A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A) Organization-specific requirements for service functionality
B) Commoditization of service components
C) Customer demand for personalized products
D) Service components lacking mass-market adoption

Solutions: