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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q71-Q76):

NEW QUESTION # 71
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A. ICI/CD
B. Robotic process automation
C. Customer orientation
D. Integration and data sharing

Answer: D

NEW QUESTION # 72
A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A. Limit ticket submissions to reduce the workload on support staff
B. Stop recording requests during exceptionally busy times
C. Prioritize tickets based on the order of receipt
D. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket

Answer: D

NEW QUESTION # 73
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A. Prioritize queues using a combination of criteria to maximize value and minimize risks
B. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
C. Increase capacity to process all queries without delays
D. Limit the number of incoming queries so they could be processed on time

Answer: A

NEW QUESTION # 74
Which is often included in an Agile approach to software development?

A. Advanced analytics
B. Integrated service management toolsets
C. Information models
D. CI/CD

Answer: D

NEW QUESTION # 75
In which circumstances should an organization buy, rather than build, software?

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

Answer: A

NEW QUESTION # 76
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