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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Prioritization and Work Management	- Work planning and prioritization 1. Capacity and demand management 2. Backlog management
Create, Deliver and Support Practices	- Service performance and quality 1. Monitoring and measurement 2. Continual improvement - Supporting management practices 1. Change enablement 2. Service desk 3. Knowledge management 4. Incident management 5. Problem management
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. Customer journey mapping 2. Service design considerations
Information and Technology	- Supporting technologies 1. Automation and tool integration 2. Service management technologies
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 (Q85-Q90):

NEW QUESTION # 85
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. Limit the number of incoming queries so they could be processed on time
D. Increase capacity to process all queries without delays

Answer: A

NEW QUESTION # 86
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. Improve the integration of tools to ensure there are no gaps between processes
B. Review skills and competencies of user support staff to ensure they have the required capability
C. Encourage teams to collaborate so they can focus on value for users
D. Use value stream mapping to help understand the end-to-end flow of user support

Answer: D

NEW QUESTION # 87
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Create a change model for development changes that includes the use of safe-to-fail testing
B. Increase the size of development changes to make them easier to handle and increase success
C. Create a standard change model for development changes and initiate as a service request
D. Initiate development changes as emergency changes so that errors can be identified quickly

Answer: A

NEW QUESTION # 88
An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A. Workforce planning and management
B. A continual improvement culture
C. Shift-left
D. Working with a customer-oriented mindset

Answer: B

NEW QUESTION # 89
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

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

Answer: B

NEW QUESTION # 90
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