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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q40-Q45):

NEW QUESTION # 40
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

Answer: C


NEW QUESTION # 41
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

Answer: A


NEW QUESTION # 42
Which statement about `service integration as a service' isCORRECT?

Answer: B


NEW QUESTION # 43
In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

Answer: D

Explanation:
The Incident Management practice owns the complete lifecycle of unplanned service disruptions.
It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority matrices drive automated escalations. It also prescribes major-incident procedures, integrates knowledge- article recommendations into the resolution workflow, and enforces closure criteria once service restoration is verified.


NEW QUESTION # 44
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

Answer: B


NEW QUESTION # 45
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