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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A) Infrastructure and Platform Management practice
B) Service Validation and Testing practice
C) Change Enablement practiceright
D) Release Management practice

2. During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A) Ideation
B) Implementation
C) Prototyping
D) Inspiration and empathy

3. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Understand which steps contribute least to the support of the service
B) Understand the situations in which incidents and service requests will be initiated
C) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
D) Identify the activities which could be improved by the use of automation

4. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A) Create a change model for development changes that includes the use of safe-to-fail testing
B) Increase the size of development changes to make them easier to handle and increase success
C) Initiate development changes as emergency changes so that errors can be identified quickly
D) Create a standard change model for development changes and initiate as a service request

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

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