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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q33-Q38):

NEW QUESTION # 33
What should an organization consider when deciding to retain or outsource specific IT services?

Answer: C


NEW QUESTION # 34
Which is often included in an Agile approach to software development?

Answer: B


NEW QUESTION # 35
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: C


NEW QUESTION # 36
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?

Answer: D

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 # 37
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: D


NEW QUESTION # 38
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