Free PDF ITIL-4-CDS - ITIL 4 Specialist: Create, Deliver and Support–Professional New Test Bootcamp

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| Section | Objectives |
|---|
| Create, Deliver and Support Practices | - Supporting management practices
- 1. Problem management
- 2. Service desk
- 3. Knowledge management
- 4. Change enablement
- 5. Incident management
- Service performance and quality
- 1. Continual improvement
- 2. Monitoring and measurement
|
| Introduction to Create, Deliver and Support | - Core concepts of service value streams
- 1. Value streams and workflows
- 2. Service value system integration
|
| Prioritization and Work Management | - Work planning and prioritization
- 1. Capacity and demand management
- 2. Backlog management
|
| Organizational Structure and Teams | - Team culture and collaboration
- 1. Team capabilities and competencies
- 2. Workforce planning and development
|
| Information and Technology | - Supporting technologies
- 1. Automation and tool integration
- 2. Service management technologies
|
| Value Stream Design and Development | - Designing service value streams
- 1. Service design considerations
- 2. Customer journey mapping
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q78-Q83):
NEW QUESTION # 78
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?
- A. Review the incident resolution value stream
- B. Review the change authorization procedures
- C. Review the incident management process
- D. Review the incident resolution targets
Answer: A
NEW QUESTION # 79
A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?
- A. Release Management practiceright
- B. Service Validation and Testing practice
- C. Software Development and Management practice
- D. Change Enablement practice
Answer: A
Explanation:
Release Management practice is responsible for defining and governing how software is built, packaged, and deployed across environments. By establishing standardized CI/CD pipelines, enforcing repository structures, and managing artifact versioning policies, it ensures consistency, repeatability, and traceability from development through production. This central oversight accelerates integration, embeds security and quality gates, and reduces deployment failures.Option B is incorrect because Service Validation and Testing focuses on designing and executing tests; it relies on established pipelines but does not own their standardization or governance.
NEW QUESTION # 80
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?
- A. Create one value stream for the entire set of support activities
- B. Create separate value streams for practices, people, tools and suppliers
- C. Create one value stream for each support team
- D. Create one value stream for every lifecycle phase of support requests
Answer: A
NEW QUESTION # 81
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?
- A. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
- B. Deployment management plays an important role only in creation of new services developed within the organization
- C. Deployment management plays an important role in any value stream requiring transition of service components to production environment
- D. Deployment management does not play any role in the incident resolution value stream
Answer: C
NEW QUESTION # 82
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?
- A. Experience of financial management
- B. Technical knowledge of the supported products
- C. Commitment to continual improvement
- D. Knowledge of how to log incidents and service requests
Answer: C
NEW QUESTION # 83
......
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