Peoplecert Peoplecert Certification ITIL-4-CDS

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question #1
In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A. Service Level Management Practice
B. Service Request Management practice
C. Financial Management practiceright
D. Service Desk practice

Question #2
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A. Encourage teams to collaborate so they can focus on value for users
B. Review skills and competencies of user support staff to ensure they have the required capability
C. Use value stream mapping to help understand the end-to-end flow of user support
D. Improve the integration of tools to ensure there are no gaps between processes

Question #3
A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

A. Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
B. Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
C. Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
D. Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays

Question #4
A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

A. Adopting a 'big bang' approach for all integrations simultaneously
B. Using incremental delivery for the integration of multiple components
C. Choosing direct integration with no predetermined order for deployment
D. Implementing point-to-point integration for each system

Question #5
A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?

A. Service level management
B. Service desk
C. Service validation and testing
D. Knowledge management

Solutions: