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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Create and develop services | 25% | - Quality assurance and validation
|
| Support and improve services | 25% | - Performance measurement and improvement
|
| Deliver and transition services | 25% | - Service transition and change management
|
| Plan and build service value streams | 25% | - Service value system and value streams
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
- A. Organizational structure
- B. Shift-left
- C. The value of positive communications
- D. Customer orientation
Correct Answer: D 🗳️
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?
- A. Establish strict internal SLAs focused on operational efficiency
- B. Centralize performance dashboards on tool-generated metrics for executive reporting
- C. Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
- D. Implement chargeback mechanisms to enforce financial accountability per department
Correct Answer: C 🗳️
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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?
- A. Onshoring
- B. Nearshoring
- C. Offshoring
- D. Insourcing
Correct Answer: B 🗳️
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. Knowledge of how to log incidents and service requests
- B. Experience of financial management
- C. Commitment to continual improvement
- D. Technical knowledge of the supported products
Correct Answer: C 🗳️
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?
- A. Base performance evaluations solely on the number of innovative ideas generated
- B. Have leaders actively demonstrate and promote innovative practices
- C. Introduce rules for innovation and adaptability across all teams
- D. Limit the cultural shift initiatives to only the newer employees
Correct Answer: B 🗳️
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