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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

Question 1

Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A. ICI/CD
B. Integration and data sharing
C. Robotic process automation
D. Customer orientation

Question 2

An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A. An item logged yesterday at 09:00
B. An item logged yesterday at 11:00
C. An item logged today at 11:00
D. An item logged today at 09:00

Question 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. Event Management practice
D. Service Desk practiceright

Question 4

An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A. Focus on app performance and security features
B. Implement a global standard design
C. Adopt a design thinking approach based on customer and user feedback
D. Establish a team of expert developers to revise the initial design

Question 5

What should an organization consider when deciding to retain or outsource specific IT services?

A. Short-term cost optimization
B. Immediate staff reduction
C. Cultural barriers and associated risks
D. Transfer of responsibility for highly tailored services

Solutions: