ITIL-4-CDS Valid Exam Tips, ITIL-4-CDS Official Cert Guide

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

>> ITIL-4-CDS Valid Exam Tips <<

ITIL-4-CDS Official Cert Guide | ITIL-4-CDS Key Concepts

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q10-Q15):

NEW QUESTION # 10
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: D


NEW QUESTION # 11
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

Answer: D


NEW QUESTION # 12
Which is an example of results-based measurement and reporting?

Answer: C


NEW QUESTION # 13
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: B,C

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 # 14
An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

Answer: D


NEW QUESTION # 15
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