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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

                                  NEW QUESTION # 15
                                  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?

                                  Answer: B


                                  NEW QUESTION # 16
                                  Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

                                  Answer: D

                                  Explanation:
                                  Service Validation and Testing provides the structured test strategies, detailed test plans and defined acceptance criteria required to verify that each service component from individual configuration items to complete assemblies meets functional, performance, security and compatibility requirements.


                                  NEW QUESTION # 17
                                  In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

                                  Answer: C

                                  Explanation:
                                  Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.


                                  NEW QUESTION # 18
                                  Which of the following involves consideration of the skills and availability of both internal and external resources?

                                  Answer: A


                                  NEW QUESTION # 19
                                  An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

                                  Answer: C


                                  NEW QUESTION # 20
                                  ......

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