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Individuals who pass the ITIL 4 Specialist: Create, Deliver and Support (ITIL-4-CDS) certification exam demonstrate to their employers and clients that they have the knowledge and skills necessary to succeed in the industry. Real4test is aware that preparing with outdated ITIL 4 Specialist: Create, Deliver and Support (ITIL-4-CDS) study material results in a loss of time and money.

Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Create, Deliver and Support Practices- Service performance and quality
  • 1. Continual improvement
  • 2. Monitoring and measurement
- Supporting management practices
  • 1. Incident management
  • 2. Knowledge management
  • 3. Service desk
  • 4. Change enablement
  • 5. Problem management
Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development
Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management
Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Value Stream Design and Development- Designing service value streams
  • 1. Customer journey mapping
  • 2. Service design considerations
Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Value streams and workflows
  • 2. Service value system integration

>> Exam ITIL-4-CDS Answers <<

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q44-Q49):

NEW QUESTION # 44
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

Answer: D


NEW QUESTION # 45
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

Answer: B


NEW QUESTION # 46
A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

Answer: A


NEW QUESTION # 47
What approach can ensure testing happens earlier in the development lifecycle?

Answer: A


NEW QUESTION # 48
To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

Answer: A,D

Explanation:
Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.


NEW QUESTION # 49
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