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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: Create, Deliver and Support Practices	- Supporting management practices 1. Problem management 2. Change enablement 3. Knowledge management 4. Incident management 5. Service desk - Service performance and quality 1. Monitoring and measurement 2. Continual improvement
Topic 2: Introduction to Create, Deliver and Support	- Core concepts of service value streams 1. Value streams and workflows 2. Service value system integration
Topic 3: Prioritization and Work Management	- Work planning and prioritization 1. Backlog management 2. Capacity and demand management
Topic 4: Value Stream Design and Development	- Designing service value streams 1. Customer journey mapping 2. Service design considerations
Topic 5: Organizational Structure and Teams	- Team culture and collaboration 1. Workforce planning and development 2. Team capabilities and competencies
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 (Q63-Q68):

NEW QUESTION # 63
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A. Establish strict internal SLAs focused on operational efficiency
B. Implement chargeback mechanisms to enforce financial accountability per department
C. Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
D. Centralize performance dashboards on tool-generated metrics for executive reporting

Answer: C

Explanation:
Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.

NEW QUESTION # 64
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

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

Answer: C

NEW QUESTION # 65
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A. Involve many users from every target group in all steps of the design
B. Interview customers about their preferences
C. Use the latest technology capabilities to improve the look and feel of the designed solution
D. Create realistic user personas based on the gathered user data

Answer: D

NEW QUESTION # 66
What should an organization consider when deciding to retain or outsource specific IT services?

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

Answer: B

NEW QUESTION # 67
Which is an example of a divisional organizational structure?

A. An organization which uses a grid of reporting relationships
B. An organization which has arranged its teams in a hierarchical authority structure
C. An organization which does not have a layered management structure
D. An organization which has a different business unit for each of its products

Answer: D

NEW QUESTION # 68
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