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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q78-Q83):

NEW QUESTION # 78
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?

Answer: B


NEW QUESTION # 79
An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

Answer: A

Explanation:
The Service Design practice owns the preparation of the service design package, which includes architectural blueprints, data flows, compliance requirements, organizational structures, and measurement models. It synthesizes stakeholder and customer requirements into a coherent design that addresses the four dimensions: organizations and people, information and technology, partners and suppliers, and value streams and processes. By doing so, it ensures that the new analytics service is fit for purpose, fit for use, and can be reliably transitioned into production.


NEW QUESTION # 80
A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

Answer: B


NEW QUESTION # 81
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?

Answer: A


NEW QUESTION # 82
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

Answer: A


NEW QUESTION # 83
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