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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Weight	Objectives
Create and develop services	25%	- Service design and development practices 1. Service components and architecture 2. Requirements definition and specification - Quality assurance and validation 1. Service level management 2. Testing and verification
Support and improve services	25%	- Performance measurement and improvement 1. Metrics and monitoring 2. Continual improvement practices - Service support and incident management 1. Incident and problem management 2. Service desk and request fulfilment
Plan and build service value streams	25%	- Service value system and value streams 1. Core concepts and principles 2. Designing value streams and workflows - Resource and capability management 1. Buy vs build and sourcing strategies 2. Planning and allocation
Deliver and transition services	25%	- Service delivery and operational practices 1. Service operation and control 2. Service integration and management - Service transition and change management 1. Deployment and implementation 2. Change enablement and release management

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q24-Q29):

NEW QUESTION # 24
Which is a reason why an organization should create competency profiles for each role?

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

Answer: A

NEW QUESTION # 25
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
B. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
C. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
D. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

Answer: C

NEW QUESTION # 26
What approach can ensure testing happens earlier in the development lifecycle?

A. Robotic process automation
B. Managing work as tickets
C. Shift-left
D. Service integration and management

Answer: C

NEW QUESTION # 27
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. Service Validation and Testingright
C. Release Management
D. Change Enablement

Answer: B

Explanation:
Service Validation and Testing provides the structured test strategies, detailed test plans and defined acceptance criteria required to verify that each service component from individual configuration items to complete assemblies meets functional, performance, security and compatibility requirements.

NEW QUESTION # 28
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A. Ideation
B. Implementation
C. Inspiration and empathy
D. Prototyping

Answer: A

NEW QUESTION # 29
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