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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q15-Q20):

NEW QUESTION # 15
A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A. Optimize and automate
B. Focus on value
C. Think and work holistically
D. Progress iteratively with feedback

Answer: D

NEW QUESTION # 16
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A. Robotic process automation
B. Customer orientation
C. Integration and data sharing
D. ICI/CD

Answer: C

NEW QUESTION # 17
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A. Allocate one most suitable channel to each customer type
B. Integrate all channels to support smooth switching between them for users and support agents
C. Close the least popular communication channels to reduce the complexity
D. Assign dedicated service desk agents to monitor each channel

Answer: B

NEW QUESTION # 18
Which statement about `service integration as a service' isCORRECT?

A. The service integrator can be easily replaced by other vendors to leverage better pricing
B. The service integrator provides services and manages other vendors
C. Multiple vendors provide the service integration and management function
D. The service integrator does not deliver any services to the organization

Answer: B

NEW QUESTION # 19
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A. Deployment management plays an important role only in creation of new services developed within the organization
B. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
C. Deployment management plays an important role in any value stream requiring transition of service components to production environment
D. Deployment management does not play any role in the incident resolution value stream

Answer: C

NEW QUESTION # 20
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