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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. Which is a reason why an organization should create competency profiles for each role?

A) To plan to fill all the mandatory ITIL roles
B) To ensure that IT specialists have pi-shaped skill profiles
C) To plan the professional development of team members
D) To ensure that technical skills are included in each profile

2. 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) Service Desk practiceright
B) Knowledge Management practice
C) Incident Management practice
D) Event Management practice

3. 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) Nearshoring
B) Offshoring
C) Onshoring
D) Insourcing

4. Which is an example of results-based measurement and reporting?

A) Measuring and reporting the cost of providing a service to customers and users
B) Measuring and reporting customer satisfaction with closed incidents
C) Measuring and reporting the number of supplier-related interruptions to a service
D) Measuring and reporting the number of hours worked by service desk staff

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

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

Solutions: