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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Weight	Objectives
Deliver and transition services	25%	- Service transition and change management 1. Deployment and implementation 2. Change enablement and release management - Service delivery and operational practices 1. Service integration and management 2. Service operation and control
Support and improve services	25%	- Performance measurement and improvement 1. Continual improvement practices 2. Metrics and monitoring - Service support and incident management 1. Incident and problem management 2. Service desk and request fulfilment
Create and develop services	25%	- Service design and development practices 1. Service components and architecture 2. Requirements definition and specification - Quality assurance and validation 1. Service level management 2. Testing and verification
Plan and build service value streams	25%	- 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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q44-Q49):

NEW QUESTION # 44
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A. Understand the situations in which incidents and service requests will be initiated
B. Understand which steps contribute least to the support of the service
C. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
D. Identify the activities which could be improved by the use of automation

Answer: A

NEW QUESTION # 45
A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

A. Use automation to optimize service value streams
B. Use value stream mapping to analyze and optimize end-to-end workflows
C. Implement Agile methods to improve software development
D. Implement the continual improvement model for all teams to follow

Answer: B

NEW QUESTION # 46
In which circumstances should an organization buy, rather than build, software?

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

Answer: B

NEW QUESTION # 47
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?

A. Increase the number of service desk agents to process the incoming queries faster
B. Recommend users to submit queries well in advance to ensure timely processing
C. Prioritize incoming queries based on their type and associated urgency
D. Implement separate service desks for incident and service requests

Answer: C

NEW QUESTION # 48
A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created

A. 3 and 4
B. 2 and 3
C. 1 and 2
D. 1 and 4

Answer: A

NEW QUESTION # 49
......

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