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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

1. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Collaborate and promote visibilityright
B) Think and work holisticallyright
C) Start where you are
D) Keep it simple and practical
E) Focus on value

2. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Understand the situations in which incidents and service requests will be initiated
B) Identify the activities which could be improved by the use of automation
C) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
D) Understand which steps contribute least to the support of the service

3. A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A) The methods used to manage the development work
B) Whether the service is being created for internal or external customers
C) The number of practices required to support the service
D) The number of suppliers that will be used to source service components

4. Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A) Service Level Management
B) Release Management
C) Service Validation and Testingright
D) Change Enablement

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

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