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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: Value Streams and Service Delivery	- Workflow optimization 1. Eliminating waste in processes 2. Lean principles in service delivery - Value stream mapping 1. Incident-to-resolution value streams 2. Design-to-transition value streams
Topic 2: Service Performance and Measurement	- Metrics and KPIs 1. Performance indicators alignment 2. Service level metrics - Continual improvement 1. Improvement models and practices 2. Feedback loops and reporting
Topic 3: Organizational Structure and Service Value System	- ITIL Service Value System (SVS) 1. Governance and value co-creation concepts 2. Guiding principles application - Service value chain integration 1. Plan, improve, engage activities 2. Design and transition considerations
Topic 4: ITSM Practices in Create, Deliver and Support	- Change Enablement 1. Change control and risk assessment - Service Desk 1. User support and communication channels - Problem Management 1. Root cause analysis and prevention - Incident Management 1. Incident lifecycle and resolution - Service Level Management 1. SLAs and service expectations
Topic 5: Team Collaboration and Shift-Left Approach	- Collaborative practices 1. Agile and DevOps integration 2. Cross-functional teamwork - Shift-left principles 1. Early resolution of incidents 2. Knowledge management empowerment

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Released Peoplecert ITIL-4-CDS Questions Tips For Better Preparation [2026]

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

NEW QUESTION # 15
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. Limit the number of incoming queries so they could be processed on time
B. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
C. Increase capacity to process all queries without delays
D. Prioritize queues using a combination of criteria to maximize value and minimize risks

Answer: D

NEW QUESTION # 16
In which circumstances should an organization buy, rather than build, software?

A. The requirements of the organization are frequently changing because of rapid expansion
B. The consumers of the software have many and varied customization requirements
C. The software is widely available and its features are standardized across most organizations
D. The organization is part of a regulated industry and has a strong focus on internal policies

Answer: C

NEW QUESTION # 17
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. Inventory and discovery of IT assets
B. High availability and security
C. Advanced analytics
D. Flexible workflow automation

Answer: D

NEW QUESTION # 18
A healthcare organization is implementing data analytics to analyze patient dat

A. To understand the relationships between patient data and the healthcare's business services
B. To highlight bottlenecks in the organization's workflows when collecting patient data
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 # 19
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

A. Define and optimize an individual value stream for each team involved in service creation
B. Enable variance of quality and cost of services
C. Use comprehensive complex simulations to test the workflow
D. Integrate feedback loops and escalation mechanisms in the workflow

Answer: D

NEW QUESTION # 20
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