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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Plan and build service value streams | 25% | - Resource and capability management
|
| Deliver and transition services | 25% | - Service delivery and operational practices
|
| Support and improve services | 25% | - Performance measurement and improvement
|
| Create and develop services | 25% | - Service design and development practices
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?
- A. Service Level Management Practice
- B. Information Security Management Practice
- C. Service Design practiceright
- D. Relationship Management practice
Correct Answer: C 🗳️
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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
Correct Answer: A 🗳️
Which statement about collaboration is CORRECT?
- A. Collaboration focuses on the organization's goals
- B. Collaboration is most useful for standardized work
- C. Collaboration should be used instead of swarming or
- D. Collaboration can be enforced by aligning metrics between teams
Correct Answer: A 🗳️
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?
- A. Retained service integration
- B. Service guardian
- C. Service integration as a service
- D. Single provider
Correct Answer: C 🗳️
Which is an example of using a `shift-left' approach to optimize password resets?
- A. Train service desk agents to categorize password resets as service requests
- B. Encourage users to remember or safely record their passwords to reduce the number of password resets
- C. Allow users to reset their own passwords using an automated tool
- D. Automatically assign a high priority to password reset requests to resolve them faster
Correct Answer: C 🗳️
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