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Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS Exam
About Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS Exam
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Create and develop services | 25% | - Quality assurance and validation
|
| Topic 2: Deliver and transition services | 25% | - Service delivery and operational practices
|
| Topic 3: Support and improve services | 25% | - Performance measurement and improvement
|
| Topic 4: Plan and build service value streams | 25% | - Resource and capability management
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
Question #1
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?
- A. Implement chargeback mechanisms to enforce financial accountability per department
- B. Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
- C. Centralize performance dashboards on tool-generated metrics for executive reporting
- D. Establish strict internal SLAs focused on operational efficiency
Answer: B
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Question #2
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the cost of providing a service to customers and users
- B. Measuring and reporting the number of hours worked by service desk staff
- C. Measuring and reporting the number of supplier-related interruptions to a service
- D. Measuring and reporting customer satisfaction with closed incidents
Answer: D
Question #3
A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?
- A. Review the change enablement practice
- B. Review the incident resolution targets
- C. Review the incident management practice
- D. Review the incident resolution value stream
Answer: D
Question #4
What is the goal of the `shift-left' approach?
- A. Automating repetitive processes using robots and AI
- B. Repositioning tasks to earlier stages in the process to boost workflow efficiency
- C. Implementing Agile practices for continuous software development
- D. Integrating multiple suppliers in a value stream for effective service management
Answer: B
Question #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. Improve operations team training
- B. Review and automate filtering of operations data
- C. Renegotiate service level targets
- D. Recruit and train additional operations staff
Answer: B
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