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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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) Change enablement
B) Continuous delivery
C) Continuous integration
D) Continuous deployment

2. 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) Implement chargeback mechanisms to enforce financial accountability per department
B) Establish strict internal SLAs focused on operational efficiency
C) Centralize performance dashboards on tool-generated metrics for executive reporting
D) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright

3. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
B) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
C) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
D) Service Level Management practice using SLAs and OLAs to enforce response targets

4. A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A) Enable variance of quality and cost of services
B) Integrate feedback loops and escalation mechanisms in the workflow
C) Use comprehensive complex simulations to test the workflow
D) Define and optimize an individual value stream for each team involved in service creation

5. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Outsourcing
B) Results-based measurement
C) Advanced analytics
D) Swarming

Solutions: