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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

>> Latest ITIL-4-CDS Exam Objectives <<

ITIL-4-CDS Certified, ITIL-4-CDS Test Quiz

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q84-Q89):

NEW QUESTION # 84
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A. Follow the predefined procedure for investigating web performance incidents
B. Declare a major incident and start the major incident management procedure
C. Use swarming to involve people from multiple different teams in the investigation
D. Escalate to the performance management team, who will then escalate to a different team if needed

Answer: A

NEW QUESTION # 85
What approach can ensure testing happens earlier in the development lifecycle?

A. Service integration and management
B. Robotic process automation
C. Shift-left
D. Managing work as tickets

Answer: C

NEW QUESTION # 86
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. Create a standard change model for development changes and initiate as a service request
B. Create a change model for development changes that includes the use of safe-to-fail testing
C. Initiate development changes as emergency changes so that errors can be identified quickly
D. Increase the size of development changes to make them easier to handle and increase success

Answer: B

NEW QUESTION # 87
Which statement about collaboration is CORRECT?

A. Collaboration is most useful for standardized work
B. Collaboration should be used instead of swarming or
C. Collaboration can be enforced by aligning metrics between teams
D. Collaboration focuses on the organization's goals

Answer: D

NEW QUESTION # 88
What should an organization consider when deciding to retain or outsource specific IT services?

A. Short-term cost optimization
B. Transfer of responsibility for highly tailored services
C. Immediate staff reduction
D. Cultural barriers and associated risks

Answer: D

NEW QUESTION # 89
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