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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deliver and transition services | 25% | - Service transition and change management
|
| Plan and build service value streams | 25% | - Service value system and value streams
|
| Create and develop services | 25% | - Quality assurance and validation
|
| Support and improve services | 25% | - Performance measurement and improvement
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?
- A. Adopt a design thinking approach based on customer and user feedback
- B. Establish a team of expert developers to revise the initial design
- C. Focus on app performance and security features
- D. Implement a global standard design
Correct Answer: A 🗳️
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Recommend users to submit queries well in advance to ensure timely processing
- B. Prioritize incoming queries based on their type and associated urgency
- C. Increase the number of service desk agents to process the incoming queries faster
- D. Implement separate service desks for incident and service requests
Correct Answer: B 🗳️
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?
- A. Increase the total number of employees focusing on new hires with expertise in emerging technologies
- B. Restructure the organization to create specialized departments for emerging technologies
- C. Outsource the development of new technology segments to specialized vendors
- D. Invest in targeted training programmes for existing staff in relevant emerging technologies
Correct Answer: D 🗳️
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?
- A. Establish strict internal SLAs focused on operational efficiency
- B. Centralize performance dashboards on tool-generated metrics for executive reporting
- C. Implement chargeback mechanisms to enforce financial accountability per department
- D. Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
Correct Answer: D 🗳️
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In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?
- A. Event Management practice
- B. Problem Management practice
- C. Service Request Management practice
- D. Incident Management practiceright
Correct Answer: D 🗳️
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