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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Information and Technology- Supporting technologies
  • 1. Service management technologies
  • 2. Automation and tool integration
Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development
Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management
Create, Deliver and Support Practices- Supporting management practices
  • 1. Service desk
  • 2. Problem management
  • 3. Change enablement
  • 4. Incident management
  • 5. Knowledge management
- Service performance and quality
  • 1. Continual improvement
  • 2. Monitoring and measurement
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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q76-Q81):

NEW QUESTION # 76
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

Answer: C


NEW QUESTION # 77
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

Answer: D

Explanation:
ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.


NEW QUESTION # 78
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

Answer: C


NEW QUESTION # 79
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

Answer: C


NEW QUESTION # 80
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?

Answer: D

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 # 81
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