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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A) Knowledge of how to log incidents and service requests
B) Technical knowledge of the supported products
C) Commitment to continual improvement
D) Experience of financial management

2. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Service Level Management
B) Service Validation and Testingright
C) Release Management
D) Change Enablement

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

4. 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 any value stream requiring transition of service components to production environment
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 creation of new and changed services; it does not contribute to other value streams

5. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Automate repeatable work activities
B) Introduce additional sources of demand
C) Determine where work is sitting in queues
D) Compare the map to actual activities

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