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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: Introduction to Create, Deliver and Support	- Core concepts of service value streams 1. Service value system integration 2. Value streams and workflows
Topic 2: Create, Deliver and Support Practices	- Service performance and quality 1. Monitoring and measurement 2. Continual improvement - Supporting management practices 1. Incident management 2. Service desk 3. Knowledge management 4. Change enablement 5. Problem management
Topic 3: Information and Technology	- Supporting technologies 1. Automation and tool integration 2. Service management technologies
Topic 4: Organizational Structure and Teams	- Team culture and collaboration 1. Workforce planning and development 2. Team capabilities and competencies
Topic 5: Value Stream Design and Development	- Designing service value streams 1. Service design considerations 2. Customer journey mapping
Topic 6: 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 (Q81-Q86):

NEW QUESTION # 81
Which is an example of a divisional organizational structure?

A. An organization which uses a grid of reporting relationships
B. An organization which has arranged its teams in a hierarchical authority structure
C. An organization which has a different business unit for each of its products
D. An organization which does not have a layered management structure

Answer: C

NEW QUESTION # 82
An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A. A continual improvement culture
B. Workforce planning and management
C. Shift-left
D. Working with a customer-oriented mindset

Answer: A

NEW QUESTION # 83
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. Integrate all channels to support smooth switching between them for users and support agents
B. Assign dedicated service desk agents to monitor each channel
C. Close the least popular communication channels to reduce the complexity
D. Allocate one most suitable channel to each customer type

Answer: A

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

Answer: D

NEW QUESTION # 85
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

A. Continuous integration
B. Continuous delivery
C. Change enablement
D. Continuous deployment

Answer: A

NEW QUESTION # 86
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