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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:

1. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) 'Service integration and management' manages multiple suppliers in a single value stream
B) Service integration and management' cannot be used in an organization that uses value streams
C) Service integration and management' is independent of the organization's value streams
D) 'Service integration and management' creates a separate value stream for each supplier

2. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A) Automate repeatable work activities
B) Determine where work is sitting in queues
C) Compare the map to actual activities
D) Introduce additional sources of demand

3. To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

A) Reducing the time it takes to provide environments for projects
B) Reducing the time spent assessing and approving changes
C) Minimizing handoffs between specialists within a development team
D) Designing a continuous integration/continuous delivery pipeline

4. Which statement about `service integration as a service' isCORRECT?

A) Multiple vendors provide the service integration and management function
B) The service integrator provides services and manages other vendors
C) The service integrator does not deliver any services to the organization
D) The service integrator can be easily replaced by other vendors to leverage better pricing

5. In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

A) Incident Management practice
B) Knowledge Management practice
C) Event Management practice
D) Service Desk practiceright

Solutions: