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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A) Outsourcing
B) Advanced analytics
C) Results-based measurement
D) Swarming

2. When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A) A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
B) A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
C) An incident resolved within the target SLA time, enabling efficient use of service desk resources
D) An accurate and complete incident record, enabling subsequent trend analysis of incidents

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

4. A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

A) Release Management practiceright
B) Software Development and Management practice
C) Change Enablement practice
D) Service Validation and Testing practice

5. How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A) By continually adapting roles to evolving organizational requirements
B) By focusing on increasing employees' technical experience
C) By creating career paths dedicated to single technologies
D) By making it easier for employees to focus on one role

Solutions: