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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Organizational Structure and Teams- Team culture and collaboration
  • 1. Workforce planning and development
  • 2. Team capabilities and competencies
Prioritization and Work Management- Work planning and prioritization
  • 1. Backlog management
  • 2. Capacity and demand management
Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Value streams and workflows
  • 2. Service value system integration
Information and Technology- Supporting technologies
  • 1. Service management technologies
  • 2. Automation and tool integration
Create, Deliver and Support Practices- Supporting management practices
  • 1. Incident management
  • 2. Knowledge management
  • 3. Problem management
  • 4. Change enablement
  • 5. Service desk
- Service performance and quality
  • 1. Continual improvement
  • 2. Monitoring and measurement
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 (Q23-Q28):

NEW QUESTION # 23
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

Answer: B


NEW QUESTION # 24
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: C

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 # 25
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?

Answer: D


NEW QUESTION # 26
An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

Answer: D


NEW QUESTION # 27
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

Answer: B


NEW QUESTION # 28
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