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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITSM Practices in Create, Deliver and Support | - Problem Management
|
| Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
| Service Performance and Measurement | - Continual improvement
|
| Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| Value Streams and Service Delivery | - Workflow optimization
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?
- A. Commoditization of service components
- B. Customer demand for personalized products
- C. Service components lacking mass-market adoption
- D. Organization-specific requirements for service functionality
Correct Answer: A 🗳️
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. Robotic process automation
- B. Integration and data sharing
- C. Customer orientation
- D. ICI/CD
Correct Answer: B 🗳️
What approach can ensure testing happens earlier in the development lifecycle?
- A. Robotic process automation
- B. Shift-left
- C. Service integration and management
- D. Managing work as tickets
Correct Answer: B 🗳️
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
- A. Incorporate the organization's vision into the team culture
- B. Hold regular meetings focusing on problem solutions
- C. Encourage informal teams across the organization
- D. Promote a culture of learning and development
Correct Answer: A 🗳️
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
Correct Answer: C 🗳️






