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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Performance and Measurement | - Continual improvement
|
| Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
| Team Collaboration and Shift-Left Approach | - Collaborative practices
|
| ITSM Practices in Create, Deliver and Support | - Incident Management
|
| Value Streams and Service Delivery | - Value stream mapping
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?
- A. Recruit and train additional operations staff
- B. Renegotiate service level targets
- C. Improve operations team training
- D. Review and automate filtering of operations data
Correct Answer: D 🗳️
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?
- A. Create one value stream for the entire set of support activities
- B. Create one value stream for each support team
- C. Create separate value streams for practices, people, tools and suppliers
- D. Create one value stream for every lifecycle phase of support requests
Correct Answer: A 🗳️
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
- B. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
- C. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- D. An incident resolved within the target SLA time, enabling efficient use of service desk resources
Correct Answer: B 🗳️
Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?
- A. Service Validation and Testingright
- B. Change Enablement
- C. Release Management
- D. Service Level Management
Correct Answer: A 🗳️
Explanation: Only visible for Exam4Free members. You can sign-up / login (it's free).
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?
- A. Unit
- B. System
- C. Acceptance
- D. Integration
Correct Answer: D 🗳️
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