Exam Name: ITIL 4 Specialist: Create, Deliver and Support
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert Certification
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| Topic 2: Value Streams and Service Delivery | - Value stream mapping
|
| Topic 3: ITSM Practices in Create, Deliver and Support | - Problem Management
|
| Topic 4: Service Performance and Measurement | - Metrics and KPIs
|
| Topic 5: Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
- A. Delegate to the vendor testing of the terminals and the card payment system
- B. Include user experience and perception in the scope of testing and involve multiple teams
- C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- D. Focus testing solely on user experience and delegate it to operational teams
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?
- A. The number of practices required to support the service
- B. Whether the service is being created for internal or external customers
- C. The methods used to manage the development work
- D. The number of suppliers that will be used to source service components
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
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An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?
- A. Introducing continuous integration and deployment
- B. Increasing the number of test specialists
- C. Engaging with a supplier to outsource tasks
- D. Reducing the charges for less busy periods
Which is often included in an Agile approach to software development?
- A. CI/CD
- B. Information models
- C. Advanced analytics
- D. Integrated service management toolsets
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