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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Topic 2: Information and Technology | - Supporting technologies
|
| Topic 3: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 4: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 5: Create, Deliver and Support Practices | - Supporting management practices
|
| Topic 6: Value Stream Design and Development | - Designing service value streams
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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. Service Validation and Testing practice
- B. Release Management practiceright
- C. Change Enablement practice
- D. Software Development and Management practice
Correct Answer: B 🗳️
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An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
- A. Continual improvement
- B. Continuous delivery
- C. Continuous deployment
- D. Continuous integration
Correct Answer: D 🗳️
Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)
- A. Start where you are
- B. Think and work holisticallyright
- C. Focus on value
- D. Keep it simple and practical
- E. Collaborate and promote visibilityright
Correct Answer: B,E 🗳️
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A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?
- A. Swarming
- B. Outsourcing
- C. Results-based measurement
- D. Advanced analytics
Correct Answer: A 🗳️
How should roles and competencies be managed to adapt to rapid technological changes and market demands?
- A. By focusing on increasing employees' technical experience
- B. By continually adapting roles to evolving organizational requirements
- C. By creating career paths dedicated to single technologies
- D. By making it easier for employees to focus on one role
Correct Answer: B 🗳️
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