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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: ITSM Practices in Create, Deliver and Support	- Change Enablement 1. Change control and risk assessment - Service Desk 1. User support and communication channels - Problem Management 1. Root cause analysis and prevention - Incident Management 1. Incident lifecycle and resolution - Service Level Management 1. SLAs and service expectations
Topic 2: Value Streams and Service Delivery	- Workflow optimization 1. Lean principles in service delivery 2. Eliminating waste in processes - Value stream mapping 1. Incident-to-resolution value streams 2. Design-to-transition value streams
Topic 3: Service Performance and Measurement	- Metrics and KPIs 1. Performance indicators alignment 2. Service level metrics - Continual improvement 1. Improvement models and practices 2. Feedback loops and reporting
Topic 4: Organizational Structure and Service Value System	- Service value chain integration 1. Plan, improve, engage activities 2. Design and transition considerations - ITIL Service Value System (SVS) 1. Guiding principles application 2. Governance and value co-creation concepts
Topic 5: Team Collaboration and Shift-Left Approach	- Shift-left principles 1. Early resolution of incidents 2. Knowledge management empowerment - Collaborative practices 1. Cross-functional teamwork 2. Agile and DevOps integration

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q26-Q31):

NEW QUESTION # 26
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A. Organizational change management practice
B. Service desk practice
C. Workforce and talent management practiceright
D. Continual improvement practice

Answer: C

NEW QUESTION # 27
Which statement about collaboration is CORRECT?

A. Collaboration can be enforced by aligning metrics between teams
B. Collaboration focuses on the organization's goals
C. Collaboration should be used instead of swarming or
D. Collaboration is most useful for standardized work

Answer: B

NEW QUESTION # 28
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

A. Prioritize queues using a combination of criteria to maximize value and minimize risks
B. Increase capacity to process all queries without delays
C. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
D. Limit the number of incoming queries so they could be processed on time

Answer: A

NEW QUESTION # 29
A healthcare organization is implementing data analytics to analyze patient dat

A. To understand the relationships between patient data and the healthcare's business services
B. To highlight bottlenecks in the organization's workflows when collecting patient data
C. Why is data analytics important in this context?
D. To improve decision-making based on patient data analysis
E. To prioritize and resolve requests for patient data

Answer: E

NEW QUESTION # 30
A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A. Organization-specific requirements for service functionality
B. Service components lacking mass-market adoption
C. Customer demand for personalized products
D. Commoditization of service components

Answer: D

NEW QUESTION # 31
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