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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deliver and transition services | 25% | - Service delivery and operational practices
|
| Plan and build service value streams | 25% | - Service value system and value streams
|
| Support and improve services | 25% | - Service support and incident management
|
| Create and develop services | 25% | - Quality assurance and validation
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
1. An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?
A) Divisional
B) Flat
C) Functional
D) Matrix
2. In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?
A) Service Level Management Practice
B) Service Desk practice
C) Financial Management practiceright
D) Service Request Management practice
3. A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?
A) Experience of financial management
B) Technical knowledge of the supported products
C) Knowledge of how to log incidents and service requests
D) Commitment to continual improvement
4. 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 today at 11:00
C) An item logged today at 09:00
D) An item logged yesterday at 11:00
5. An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
A) Include user experience and perception in the scope of testing and involve multiple teams
B) Focus testing solely on user experience and delegate it to operational teams
C) Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
D) Delegate to the vendor testing of the terminals and the card payment system
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: A |
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