Peoplecert ITIL-4-CDS Practice Mock Exam Pass For Sure | ITIL-4-CDS: ITIL 4 Specialist: Create, Deliver and Support

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Support and improve services25%- Service support and incident management
  • 1. Incident and problem management
    • 2. Service desk and request fulfilment
      - Performance measurement and improvement
      • 1. Metrics and monitoring
        • 2. Continual improvement practices
          Plan and build service value streams25%- Service value system and value streams
          • 1. Core concepts and principles
            • 2. Designing value streams and workflows
              - Resource and capability management
              • 1. Planning and allocation
                • 2. Buy vs build and sourcing strategies
                  Deliver and transition services25%- Service transition and change management
                  • 1. Change enablement and release management
                    • 2. Deployment and implementation
                      - Service delivery and operational practices
                      • 1. Service operation and control
                        • 2. Service integration and management
                          Create and develop services25%- Quality assurance and validation
                          • 1. Testing and verification
                            • 2. Service level management
                              - Service design and development practices
                              • 1. Service components and architecture
                                • 2. Requirements definition and specification

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q13-Q18):

                                  NEW QUESTION # 13
                                  An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
                                  Which sourcing model should they use?

                                  Answer: D


                                  NEW QUESTION # 14
                                  Which of the following involves consideration of the skills and availability of both internal and external resources?

                                  Answer: A


                                  NEW QUESTION # 15
                                  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?

                                  Answer: A

                                  Explanation:
                                  The Service Desk practice is accountable for the holistic ticket interface and lifecycle across all channels-whether human-entered, event-driven or self-service. It defines the unified taxonomy, status models, handoff rules, SLA targets, integration contracts (for Event Management feeds and CMDB enrichment), and deflection thresholds (leveraging Knowledge Management). By owning these elements, the Service Desk ensures consistency, traceability and a single point of control for all incoming work items, even as specialized practices contribute data and enrichment.


                                  NEW QUESTION # 16
                                  A service provider involves suppliers to resolve incidents related to third-party software.
                                  Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

                                  Answer: D


                                  NEW QUESTION # 17
                                  An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
                                  Which approach would help to resolve this situation?

                                  Answer: C


                                  NEW QUESTION # 18
                                  ......

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