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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Create and develop services	25%	- Quality assurance and validation 1. Testing and verification 2. Service level management - Service design and development practices 1. Service components and architecture 2. Requirements definition and specification
Topic 2: Deliver and transition services	25%	- Service transition and change management 1. Deployment and implementation 2. Change enablement and release management - Service delivery and operational practices 1. Service operation and control 2. Service integration and management
Topic 3: Plan and build service value streams	25%	- Service value system and value streams 1. Designing value streams and workflows 2. Core concepts and principles - Resource and capability management 1. Planning and allocation 2. Buy vs build and sourcing strategies
Topic 4: Support and improve services	25%	- Performance measurement and improvement 1. Continual improvement practices 2. Metrics and monitoring - Service support and incident management 1. Incident and problem management 2. Service desk and request fulfilment

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which is an example of a divisional organizational structure?

A. An organization which uses a grid of reporting relationships
B. An organization which does not have a layered management structure
C. An organization which has a different business unit for each of its products
D. An organization which has arranged its teams in a hierarchical authority structure

Answer: C

NEW QUESTION # 16
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A. Shift-left
B. Swarming
C. Shortest item first
D. Robotic process automation

Answer: A

NEW QUESTION # 17
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. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
C. Limit the number of incoming queries so they could be processed on time
D. Increase capacity to process all queries without delays

Answer: A

NEW QUESTION # 18
During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A. Infrastructure and Platform Management practice
B. Service Validation and Testing practice
C. Change Enablement practiceright
D. Release Management practice

Answer: C

Explanation:
The Change Enablement practice governs how changes are proposed, approved and implemented, including the use of change models that codify environment provisioning and configuration baselines. By embedding automated, low-risk change models and requiring peer- reviewed approvals for any environment update, Change Enablement prevents unauthorized manual tweaks, ensures every change is traceable, and locks test environments into exact production-equivalent states.

NEW QUESTION # 19
A healthcare organization is implementing data analytics to analyze patient dat

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

Answer: C

NEW QUESTION # 20
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