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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q77-Q82):

NEW QUESTION # 77
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A. Understand the situations in which incidents and service requests will be initiated
B. Identify the activities which could be improved by the use of automation
C. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
D. Understand which steps contribute least to the support of the service

Answer: A

NEW QUESTION # 78
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

A. Create one value stream for the entire set of support activities
B. Create one value stream for each support team
C. Create separate value streams for practices, people, tools and suppliers
D. Create one value stream for every lifecycle phase of support requests

Answer: A

NEW QUESTION # 79
To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A. Service Level Management practice using SLAs and OLAs to enforce response targets
B. Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
C. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
D. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright

Answer: C,D

Explanation:
Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.

NEW QUESTION # 80
Which is an example of using a `shift-left' approach to optimize password resets?

A. Automatically assign a high priority to password reset requests to resolve them faster
B. Allow users to reset their own passwords using an automated tool
C. Encourage users to remember or safely record their passwords to reduce the number of password resets
D. Train service desk agents to categorize password resets as service requests

Answer: B

NEW QUESTION # 81
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. Transfer of responsibility for highly tailored services
D. Short-term cost optimization

Answer: B

NEW QUESTION # 82
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