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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: Value Stream Design and Development	- Designing service value streams 1. Service design considerations 2. Customer journey mapping
Topic 2: Organizational Structure and Teams	- Team culture and collaboration 1. Team capabilities and competencies 2. Workforce planning and development
Topic 3: Introduction to Create, Deliver and Support	- Core concepts of service value streams 1. Value streams and workflows 2. Service value system integration
Topic 4: Prioritization and Work Management	- Work planning and prioritization 1. Backlog management 2. Capacity and demand management
Topic 5: Create, Deliver and Support Practices	- Supporting management practices 1. Change enablement 2. Problem management 3. Service desk 4. Incident management 5. Knowledge management - Service performance and quality 1. Continual improvement 2. Monitoring and measurement
Topic 6: Information and Technology	- Supporting technologies 1. Service management technologies 2. Automation and tool integration

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q14-Q19):

NEW QUESTION # 14
What should an organization consider when deciding to retain or outsource specific IT services?

A. Short-term cost optimization
B. Immediate staff reduction
C. Cultural barriers and associated risks
D. Transfer of responsibility for highly tailored services

Answer: C

NEW QUESTION # 15
In which circumstances should an organization buy, rather than build, software?

A. The requirements of the organization are frequently changing because of rapid expansion
B. The organization is part of a regulated industry and has a strong focus on internal policies
C. The software is widely available and its features are standardized across most organizations
D. The consumers of the software have many and varied customization requirements

Answer: C

NEW QUESTION # 16
Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A. Topic-based forums
B. Event surveys
C. Self-service portals
D. Social media

Answer: A

NEW QUESTION # 17
A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A. Progress iteratively with feedback
B. Optimize and automate
C. Think and work holistically
D. Focus on value

Answer: A

NEW QUESTION # 18
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

A. Release management
B. Service desk
C. Problem management
D. Monitoring and event management

Answer: B

NEW QUESTION # 19
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