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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Plan and build service value streams | 25% | - Service value system and value streams
|
| Topic 2: Deliver and transition services | 25% | - Service transition and change management
|
| Topic 3: Support and improve services | 25% | - Performance measurement and improvement
|
| Topic 4: Create and develop services | 25% | - Quality assurance and validation
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
1. A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?
A) Ensure that diverse team cultures are aligned with the company's values
B) Ensure that corporate culture fits into the cultural context of the teams
C) Encourage cultural diversity without boundaries or constraints
D) Define and promote a uniform corporate culture across all teams
2. An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?
A) Algorithmic task
B) Cooperation
C) Heuristic task
D) Servant leadership
3. 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) Implement the continual improvement model for all teams to follow
B) Implement Agile methods to improve software development
C) Use automation to optimize service value streams
D) Use value stream mapping to analyze and optimize end-to-end workflows
4. 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) Think and work holistically
B) Optimize and automate
C) Focus on value
D) Progress iteratively with feedback
5. An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?
A) Improve the integration of tools to ensure there are no gaps between processes
B) Use value stream mapping to help understand the end-to-end flow of user support
C) Review skills and competencies of user support staff to ensure they have the required capability
D) Encourage teams to collaborate so they can focus on value for users
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |






