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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q55-Q60):

NEW QUESTION # 55
A healthcare organization is implementing data analytics to analyze patient dat

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

Answer: B

NEW QUESTION # 56
Which of the following involves consideration of the skills and availability of both internal and external resources?

A. Triage prioritization
B. Swarming
C. Build vs buy
D. Shift-left approach

Answer: C

NEW QUESTION # 57
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
B. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
D. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

Answer: A

NEW QUESTION # 58
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?

A. Ensure that errors in the software that caused incidents are fixed
B. Avoid transferring incidents to an external supplier as long as possible
C. Ensure that solutions provided by the supplier are tested
D. Ensure that solutions provided by suppliers are captured and shared in the support team

Answer: D

NEW QUESTION # 59
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

A. Whether the service is being created for internal or external customers
B. The number of practices required to support the service
C. The number of suppliers that will be used to source service components
D. The methods used to manage the development work

Answer: D

NEW QUESTION # 60
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