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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q41-Q46):

NEW QUESTION # 41
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 # 42
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

Answer: A


NEW QUESTION # 43
Which is an example of results-based measurement and reporting?

Answer: D


NEW QUESTION # 44
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: D

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 # 45
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

Answer: A


NEW QUESTION # 46
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