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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support and improve services | 25% | - Service support and incident management
|
| Topic 2: Plan and build service value streams | 25% | - Resource and capability management
|
| Topic 3: Deliver and transition services | 25% | - Service delivery and operational practices
|
| Topic 4: Create and develop services | 25% | - Service design and development practices
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?
- A. Service desk practice
- B. Workforce and talent management practiceright
- C. Continual improvement practice
- D. Organizational change management practice
Correct Answer: B 🗳️
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An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?
- A. Monitoring and event management
- B. Problem management
- C. Service desk
- D. Release management
Correct Answer: C 🗳️
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
- A. Follow the predefined procedure for investigating web performance incidents
- B. Escalate to the performance management team, who will then escalate to a different team if needed
- C. Declare a major incident and start the major incident management procedure
- D. Use swarming to involve people from multiple different teams in the investigation
Correct Answer: A 🗳️
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
- A. ITSM software
- B. Advanced analytics
- C. Information models
- D. Artificial intelligence
Correct Answer: D 🗳️
Which is an example of a divisional organizational structure?
- A. An organization which has a different business unit for each of its products
- B. An organization which uses a grid of reporting relationships
- C. An organization which does not have a layered management structure
- D. An organization which has arranged its teams in a hierarchical authority structure
Correct Answer: A 🗳️
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