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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
| Topic 2: Value Streams and Service Delivery | - Value stream mapping
|
| Topic 3: ITSM Practices in Create, Deliver and Support | - Incident Management
|
| Topic 4: Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| Topic 5: Service Performance and Measurement | - Metrics and KPIs
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
- A. Encourage informal teams across the organization
- B. Hold regular meetings focusing on problem solutions
- C. Promote a culture of learning and development
- D. Incorporate the organization's vision into the team culture
Correct Answer: D 🗳️
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?
- A. Centralize specialist skills into a single center of excellence to drive deep expertise
- B. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
- C. Strengthen hierarchical governance to enforce stringent SLAs between teams
- D. Minimize handover points by assigning end-to-end ownership to existing departments
Correct Answer: B 🗳️
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Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
- A. Robotic process automation
- B. Shortest item first
- C. Swarming
- D. Shift-left
Correct Answer: D 🗳️
Which is an example of a divisional organizational structure?
- A. An organization which has a different business unit for each of its products
- B. An organization which does not have a layered management structure
- C. An organization which has arranged its teams in a hierarchical authority structure
- D. An organization which uses a grid of reporting relationships
Correct Answer: A 🗳️
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
- A. Customer orientation
- B. Organizational structure
- C. The value of positive communications
- D. Shift-left
Correct Answer: A 🗳️
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