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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A) 'Service integration and management' manages multiple suppliers in a single value stream
B) Service integration and management' cannot be used in an organization that uses value streams
C) Service integration and management' is independent of the organization's value streams
D) 'Service integration and management' creates a separate value stream for each supplier

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) Renegotiate service level targets
B) Improve operations team training
C) Recruit and train additional operations staff
D) Review and automate filtering of operations data

3. In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

A) Incident Management practice
B) Knowledge Management practice
C) Service Desk practiceright
D) Event Management practice

4. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A) Advanced analytics
B) Information models
C) ITSM software
D) Artificial intelligence

5. During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A) Interview customers about their preferences
B) Use the latest technology capabilities to improve the look and feel of the designed solution
C) Involve many users from every target group in all steps of the design
D) Create realistic user personas based on the gathered user data

Solutions: