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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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) Optimize and automate
B) Think and work holistically
C) Focus on value
D) Progress iteratively with feedback

2. 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) The number of suppliers that will be used to source service components
D) Whether the service is being created for internal or external customers

3. 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) Centralize performance dashboards on tool-generated metrics for executive reporting
B) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
C) Establish strict internal SLAs focused on operational efficiency
D) Implement chargeback mechanisms to enforce financial accountability per department

4. What approach can ensure testing happens earlier in the development lifecycle?

A) Robotic process automation
B) Managing work as tickets
C) Service integration and management
D) Shift-left

5. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A) Validate the data, when tickets are being created by service desk agents
B) Use swarming to improve collaboration and validate information
C) Limit the use of tickets to major and high-priority incidents
D) Train agents to capture the information required by each support team

Solutions: