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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping
Topic 2: Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Value streams and workflows
  • 2. Service value system integration
Topic 3: Prioritization and Work Management- Work planning and prioritization
  • 1. Backlog management
  • 2. Capacity and demand management
Topic 4: Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development
Topic 5: Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Topic 6: Create, Deliver and Support Practices- Service performance and quality
  • 1. Continual improvement
  • 2. Monitoring and measurement
- Supporting management practices
  • 1. Service desk
  • 2. Change enablement
  • 3. Knowledge management
  • 4. Problem management
  • 5. Incident management

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q61-Q66):

NEW QUESTION # 61
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

Answer: D


NEW QUESTION # 62
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: D


NEW QUESTION # 63
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: C,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 # 64
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

Answer: D


NEW QUESTION # 65
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

Answer: B


NEW QUESTION # 66
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