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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
Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping
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. Continual improvement
  • 2. Monitoring and measurement
Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Service value system integration
  • 2. Value streams and workflows
Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management
Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q63-Q68):

NEW QUESTION # 63
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

Answer: C


NEW QUESTION # 64
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 # 65
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

Answer: C


NEW QUESTION # 66
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

Answer: B


NEW QUESTION # 67
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

Answer: B


NEW QUESTION # 68
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