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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q72-Q77):

NEW QUESTION # 72
A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

Answer: B


NEW QUESTION # 73
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

Answer: D


NEW QUESTION # 74
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

Answer: D


NEW QUESTION # 75
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 this team can take to address leadership's concern?

Answer: A


NEW QUESTION # 76
An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

Answer: D

Explanation:
The Deployment Management practice specializes in planning, scheduling and controlling the movement of release packages into live environments. It defines standardized pipelines for containers, database migrations, feature-flag switches and rollback mechanisms. By enforcing environment-specific deployment plans, automated checks and audit trails, Deployment Management ensures every change is traceable and recoverable across all regions and cloud platforms.


NEW QUESTION # 77
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