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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q76-Q81):

NEW QUESTION # 76
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 deployment
B. Continuous integration
C. Continual improvement
D. Continuous delivery

Answer: B

NEW QUESTION # 77
Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

A. Release Management
B. Service Validation and Testingright
C. Service Level Management
D. Change Enablement

Answer: B

Explanation:
Service Validation and Testing provides the structured test strategies, detailed test plans and defined acceptance criteria required to verify that each service component from individual configuration items to complete assemblies meets functional, performance, security and compatibility requirements.

NEW QUESTION # 78
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
B. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
D. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

Answer: D

NEW QUESTION # 79
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

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

Answer: D

NEW QUESTION # 80
What approach can ensure testing happens earlier in the development lifecycle?

A. Robotic process automation
B. Service integration and management
C. Managing work as tickets
D. Shift-left

Answer: D

NEW QUESTION # 81
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