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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Create and develop services25%- Service design and development practices
  • 1. Service components and architecture
    • 2. Requirements definition and specification
      - Quality assurance and validation
      • 1. Testing and verification
        • 2. Service level management
          Deliver and transition services25%- Service delivery and operational practices
          • 1. Service integration and management
            • 2. Service operation and control
              - Service transition and change management
              • 1. Deployment and implementation
                • 2. Change enablement and release management
                  Plan and build service value streams25%- Resource and capability management
                  • 1. Planning and allocation
                    • 2. Buy vs build and sourcing strategies
                      - Service value system and value streams
                      • 1. Core concepts and principles
                        • 2. Designing value streams and workflows
                          Support and improve services25%- Service support and incident management
                          • 1. Service desk and request fulfilment
                            • 2. Incident and problem management
                              - Performance measurement and improvement
                              • 1. Continual improvement practices
                                • 2. Metrics and monitoring

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q78-Q83):

                                  NEW QUESTION # 78
                                  When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                  Answer: B


                                  NEW QUESTION # 79
                                  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 # 80
                                  How should roles and competencies be managed to adapt to rapid technological changes and market demands?

                                  Answer: C


                                  NEW QUESTION # 81
                                  A large organization is planning to integrate multiple systems into its existing IT infrastructure.
                                  What approach should the organization consider to achieve effective integration?

                                  Answer: B


                                  NEW QUESTION # 82
                                  An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
                                  During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

                                  Answer: C

                                  Explanation:
                                  The Service Design practice owns the preparation of the service design package, which includes architectural blueprints, data flows, compliance requirements, organizational structures, and measurement models. It synthesizes stakeholder and customer requirements into a coherent design that addresses the four dimensions: organizations and people, information and technology, partners and suppliers, and value streams and processes. By doing so, it ensures that the new analytics service is fit for purpose, fit for use, and can be reliably transitioned into production.


                                  NEW QUESTION # 83
                                  ......

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