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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Create, Deliver and Support Practices- Supporting management practices
  • 1. Problem management
  • 2. Service desk
  • 3. Knowledge management
  • 4. Change enablement
  • 5. Incident management
- Service performance and quality
  • 1. Monitoring and measurement
  • 2. Continual improvement
Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management
Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Service value system integration
  • 2. Value streams and workflows
Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development
Value Stream Design and Development- Designing service value streams
  • 1. Customer journey mapping
  • 2. Service design considerations

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

Question #1

What approach can ensure testing happens earlier in the development lifecycle?

  • A. Managing work as tickets
  • B. Service integration and management
  • C. Shift-left
  • D. Robotic process automation
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #2

A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

  • A. Close the least popular communication channels to reduce the complexity
  • B. Assign dedicated service desk agents to monitor each channel
  • C. Integrate all channels to support smooth switching between them for users and support agents
  • D. Allocate one most suitable channel to each customer type
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #3

An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

  • A. An item logged today at 11:00
  • B. An item logged yesterday at 09:00
  • C. An item logged today at 09:00
  • D. An item logged yesterday at 11:00
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #4

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. Event Management practice
  • B. Knowledge Management practice
  • C. Service Desk practiceright
  • D. Incident Management practice
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #5

In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

  • A. Service desk practice
  • B. Workforce and talent management practiceright
  • C. Continual improvement practice
  • D. Organizational change management practice
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).

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