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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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) Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
B) Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
C) Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
D) Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness

2. In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

A) Incident Management practiceright
B) Service Request Management practice
C) Problem Management practice
D) Event Management practice

3. A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A) Deployment management does not play any role in the incident resolution value stream
B) Deployment management plays an important role in any value stream requiring transition of service components to production environment
C) Deployment management plays an important role only in creation of new services developed within the organization
D) Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams

4. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A) Continuous deployment
B) Continuous integration
C) Continuous delivery
D) Continual improvement

5. 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) The value of positive communications
B) Shift-left
C) Customer orientation
D) Organizational structure

Solutions: