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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q43-Q48):

NEW QUESTION # 43
An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

Answer: A


NEW QUESTION # 44
A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

Answer: B


NEW QUESTION # 45
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

Answer: D


NEW QUESTION # 46
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

Answer: D


NEW QUESTION # 47
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?

Answer: A


NEW QUESTION # 48
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