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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Value Streams and Service Delivery	- Workflow optimization 1. Eliminating waste in processes 2. Lean principles in service delivery - Value stream mapping 1. Design-to-transition value streams 2. Incident-to-resolution value streams
Service Performance and Measurement	- Continual improvement 1. Feedback loops and reporting 2. Improvement models and practices - Metrics and KPIs 1. Performance indicators alignment 2. Service level metrics
ITSM Practices in Create, Deliver and Support	- Service Level Management 1. SLAs and service expectations - Problem Management 1. Root cause analysis and prevention - Incident Management 1. Incident lifecycle and resolution - Change Enablement 1. Change control and risk assessment - Service Desk 1. User support and communication channels
Team Collaboration and Shift-Left Approach	- Shift-left principles 1. Knowledge management empowerment 2. Early resolution of incidents - Collaborative practices 1. Cross-functional teamwork 2. Agile and DevOps integration
Organizational Structure and Service Value System	- ITIL Service Value System (SVS) 1. Governance and value co-creation concepts 2. Guiding principles application - Service value chain integration 1. Design and transition considerations 2. Plan, improve, engage activities

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q80-Q85):

NEW QUESTION # 80
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. Close the least popular communication channels to reduce the complexity
B. Assign dedicated service desk agents to monitor each channel
C. Allocate one most suitable channel to each customer type
D. Integrate all channels to support smooth switching between them for users and support agents

Answer: D

NEW QUESTION # 81
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A. The value of positive communications
B. Organizational structure
C. Customer orientation
D. Shift-left

Answer: C

NEW QUESTION # 82
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. Focus on value
B. Optimize and automate
C. Progress iteratively with feedback
D. Think and work holistically

Answer: C

NEW QUESTION # 83
In which circumstances should an organization buy, rather than build, software?

A. The organization is part of a regulated industry and has a strong focus on internal policies
B. The software is widely available and its features are standardized across most organizations
C. The requirements of the organization are frequently changing because of rapid expansion
D. The consumers of the software have many and varied customization requirements

Answer: B

NEW QUESTION # 84
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A. Continuous delivery
B. Continuous integration
C. Continual improvement
D. Continuous deployment

Answer: B

NEW QUESTION # 85
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