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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Plan and build service value streams25%- Resource and capability management
  • 1. Planning and allocation
    • 2. Buy vs build and sourcing strategies
      - Service value system and value streams
      • 1. Designing value streams and workflows
        • 2. Core concepts and principles
          Topic 2: Deliver and transition services25%- Service transition and change management
          • 1. Change enablement and release management
            • 2. Deployment and implementation
              - Service delivery and operational practices
              • 1. Service operation and control
                • 2. Service integration and management
                  Topic 3: Support and improve services25%- Performance measurement and improvement
                  • 1. Metrics and monitoring
                    • 2. Continual improvement practices
                      - Service support and incident management
                      • 1. Service desk and request fulfilment
                        • 2. Incident and problem management
                          Topic 4: Create and develop services25%- Service design and development practices
                          • 1. Requirements definition and specification
                            • 2. Service components and architecture
                              - Quality assurance and validation
                              • 1. Service level management
                                • 2. Testing and verification

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                                  ITIL-4-CDS Valid Exam Forum, ITIL-4-CDS Interactive Questions

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q12-Q17):

                                  NEW QUESTION # 12
                                  A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                  Answer: B


                                  NEW QUESTION # 13
                                  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 # 14
                                  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?

                                  Answer: A


                                  NEW QUESTION # 15
                                  A sales enablement service is being modified to improve the data that is presented to sales staff.
                                  This will be delivered as a series of incremental improvements.
                                  Which are the TWO BEST ways to measure these changes?
                                  1. Measure individual changes by the output that they create
                                  2. Measure the overall success of multiple changes by the output that
                                  is created
                                  3. Measure individual changes by the outcome that they create
                                  4. Measure the overall success of multiple changes by the outcome that
                                  is created

                                  Answer: B


                                  NEW QUESTION # 16
                                  Which is often included in an Agile approach to software development?

                                  Answer: B


                                  NEW QUESTION # 17
                                  ......

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