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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Information and Technology | - Supporting technologies
|
| Topic 2: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 3: Value Stream Design and Development | - Designing service value streams
|
| Topic 4: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 5: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Topic 6: Create, Deliver and Support Practices | - Service performance and quality
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Implement separate service desks for incident and service requests
- B. Recommend users to submit queries well in advance to ensure timely processing
- C. Prioritize incoming queries based on their type and associated urgency
- D. Increase the number of service desk agents to process the incoming queries faster
Correct Answer: C 🗳️
Which is a reason why an organization should create competency profiles for each role?
- A. To plan the professional development of team members
- B. To ensure that technical skills are included in each profile
- C. To ensure that IT specialists have pi-shaped skill profiles
- D. To plan to fill all the mandatory ITIL roles
Correct Answer: A 🗳️
Which statement about collaboration is CORRECT?
- A. Collaboration can be enforced by aligning metrics between teams
- B. Collaboration is most useful for standardized work
- C. Collaboration focuses on the organization's goals
- D. Collaboration should be used instead of swarming or
Correct Answer: C 🗳️
During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?
- A. Infrastructure and Platform Management practice
- B. Release Management practice
- C. Change Enablement practiceright
- D. Service Validation and Testing practice
Correct Answer: C 🗳️
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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 incident resolution targets
- B. Review the incident resolution value stream
- C. Review the change enablement practice
- D. Review the incident management practice
Correct Answer: B 🗳️
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