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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q20-Q25):

NEW QUESTION # 20
An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A. 'Service integration and management' manages multiple suppliers in a single value stream
B. Service integration and management' cannot be used in an organization that uses value streams
C. 'Service integration and management' creates a separate value stream for each supplier
D. Service integration and management' is independent of the organization's value streams

Answer: A

NEW QUESTION # 21
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A. Review the incident management process
B. Review the change authorization procedures
C. Review the incident resolution targets
D. Review the incident resolution value stream

Answer: D

NEW QUESTION # 22
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A. Include user experience and perception in the scope of testing and involve multiple teams
B. Delegate to the vendor testing of the terminals and the card payment system
C. Focus testing solely on user experience and delegate it to operational teams
D. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers

Answer: A

NEW QUESTION # 23
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A. By continually adapting roles to evolving organizational requirements
B. By focusing on increasing employees' technical experience
C. By creating career paths dedicated to single technologies
D. By making it easier for employees to focus on one role

Answer: A

NEW QUESTION # 24
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A. Encourage teams to collaborate so they can focus on value for users
B. Review skills and competencies of user support staff to ensure they have the required capability
C. Improve the integration of tools to ensure there are no gaps between processes
D. Use value stream mapping to help understand the end-to-end flow of user support

Answer: D

NEW QUESTION # 25
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