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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

A. Software Development and Management practice
B. Release Management practiceright
C. Change Enablement practice
D. Service Validation and Testing practice

Question 2

A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A. Use automation to optimize service value streams
B. Implement Agile methods to improve software development
C. Use value stream mapping to analyze and optimize end-to-end workflows
D. Implement the continual improvement model for all teams to follow

Question 3

Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A. Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
B. Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
C. Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
D. Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks

Question 4

A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A. Increase the total number of employees focusing on new hires with expertise in emerging technologies
B. Outsource the development of new technology segments to specialized vendors
C. Restructure the organization to create specialized departments for emerging technologies
D. Invest in targeted training programmes for existing staff in relevant emerging technologies

Question 5

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

Solutions: