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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. 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) Insourcing
D) Onshoring

2. An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

A) Compare the map to actual activities
B) Determine where work is sitting in queues
C) Automate repeatable work activities
D) Introduce additional sources of demand

3. A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A) Use automation to optimize service value streams
B) Implement Agile methods to improve software development
C) Use value stream mapping to analyze and optimize end-to-end workflows
D) Implement the continual improvement model for all teams to follow

4. An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

A) Change Enablement practice
B) Deployment Management practiceright
C) Infrastructure and Platform Management practice
D) Release Management practice

5. 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) Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
B) Implement chargeback mechanisms to enforce financial accountability per department
C) Centralize performance dashboards on tool-generated metrics for executive reporting
D) Establish strict internal SLAs focused on operational efficiency

Solutions: