ITIL-4-CDS Exam Topics Pdf & Regualer ITIL-4-CDS Update

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

NEW QUESTION # 80
An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

Answer: B


NEW QUESTION # 81
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

Answer: C


NEW QUESTION # 82
A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

Answer: B


NEW QUESTION # 83
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

Answer: A

Explanation:
The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.


NEW QUESTION # 84
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: C


NEW QUESTION # 85
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