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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q35-Q40):

NEW QUESTION # 35
A healthcare organization is implementing data analytics to analyze patient dat

A. To understand the relationships between patient data and the healthcare's business services
B. To highlight bottlenecks in the organization's workflows when collecting patient data
C. Why is data analytics important in this context?
D. To prioritize and resolve requests for patient data
E. To improve decision-making based on patient data analysis

Answer: D

NEW QUESTION # 36
In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

A. Financial Management practiceright
B. Service Desk practice
C. Service Level Management Practice
D. Service Request Management practice

Answer: A

Explanation:
The Financial Management for IT Services practice defines cost models, pricing policies and financial controls. It specifies which financial and contractual attributes (cost center codes, billable rates, SLA tiers, contract IDs) must be captured on each ticket. This ensures that downstream reporting, chargeback and budget forecasting have consistent, auditable data across all work items.

NEW QUESTION # 37
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Increase the size of development changes to make them easier to handle and increase success
B. Create a change model for development changes that includes the use of safe-to-fail testing
C. Create a standard change model for development changes and initiate as a service request
D. Initiate development changes as emergency changes so that errors can be identified quickly

Answer: B

NEW QUESTION # 38
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?

A. Service Design practiceright
B. Information Security Management Practice
C. Relationship Management practice
D. Service Level Management Practice

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 # 39
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A. Centralize specialist skills into a single center of excellence to drive deep expertise
B. Strengthen hierarchical governance to enforce stringent SLAs between teams
C. Minimize handover points by assigning end-to-end ownership to existing departments
D. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright

Answer: D

Explanation:
ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.

NEW QUESTION # 40
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