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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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 separate value streams for practices, people, tools and suppliers
B) Create one value stream for the entire set of support activities
C) Create one value stream for each support team
D) Create one value stream for every lifecycle phase of support requests

2. 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) Improve filtering of operations data
B) Renegotiate service level targets
C) Improve operations team training
D) Recruit additional operations staff

3. An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A) Relationship Management practice
B) Service Design practiceright
C) Information Security Management Practice
D) Service Level Management Practice

4. 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

5. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A) Continuous delivery
B) Continuous integration
C) Continuous deployment
D) Change enablement

Solutions: