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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: Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping
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. Service value system integration
  • 2. Value streams and workflows
Topic 5: Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Topic 6: Create, Deliver and Support Practices- Supporting management practices
  • 1. Service desk
  • 2. Knowledge management
  • 3. Change enablement
  • 4. Problem management
  • 5. Incident management
- 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 (Q53-Q58):

NEW QUESTION # 53
Which is an example of a divisional organizational structure?

Answer: A


NEW QUESTION # 54
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?

Answer: C


NEW QUESTION # 55
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?

Answer: C

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 # 56
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

Answer: D


NEW QUESTION # 57
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: B


NEW QUESTION # 58
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