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

2. Which is an example of using a `shift-left' approach to optimize password resets?

A) Encourage users to remember or safely record their passwords to reduce the number of password resets
B) Allow users to reset their own passwords using an automated tool
C) Train service desk agents to categorize password resets as service requests
D) Automatically assign a high priority to password reset requests to resolve them faster

3. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A) Algorithmic task
B) Servant leadership
C) Cooperation
D) Heuristic task

4. 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) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
B) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
C) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
D) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays

5. A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A) Review and automate filtering of operations data
B) Renegotiate service level targets
C) Recruit and train additional operations staff
D) Improve operations team training

Solutions: