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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q51-Q56):

NEW QUESTION # 51
During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A. Change Enablement practiceright
B. Release Management practice
C. Infrastructure and Platform Management practice
D. Service Validation and Testing practice

Answer: A

Explanation:
The Change Enablement practice governs how changes are proposed, approved and implemented, including the use of change models that codify environment provisioning and configuration baselines. By embedding automated, low-risk change models and requiring peer- reviewed approvals for any environment update, Change Enablement prevents unauthorized manual tweaks, ensures every change is traceable, and locks test environments into exact production-equivalent states.

NEW QUESTION # 52
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?

A. Service Level Management
B. Service Validation and Testingright
C. Change Enablement
D. Release Management

Answer: B

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 # 53
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A. Automate repeatable work activities
B. Compare the map to actual activities
C. Determine where work is sitting in queues
D. Introduce additional sources of demand

Answer: C

NEW QUESTION # 54
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A. Integrate feedback loops and escalation mechanisms in the workflow
B. Use comprehensive complex simulations to test the workflow
C. Enable variance of quality and cost of services
D. Define and optimize an individual value stream for each team involved in service creation

Answer: A

NEW QUESTION # 55
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
B. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
D. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

Answer: C

NEW QUESTION # 56
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