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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Create, Deliver and Support Practices	- Service performance and quality 1. Continual improvement 2. Monitoring and measurement - Supporting management practices 1. Change enablement 2. Knowledge management 3. Incident management 4. Service desk 5. Problem management
Value Stream Design and Development	- Designing service value streams 1. Service design considerations 2. Customer journey mapping
Organizational Structure and Teams	- Team culture and collaboration 1. Team capabilities and competencies 2. Workforce planning and development
Introduction to Create, Deliver and Support	- Core concepts of service value streams 1. Service value system integration 2. Value streams and workflows
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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q51-Q56):

NEW QUESTION # 51
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A. Organizational change management practice
B. Continual improvement practice
C. Workforce and talent management practiceright
D. Service desk practice

Answer: C

Explanation:
The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.

NEW QUESTION # 52
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of hours worked by service desk staff
B. Measuring and reporting the number of supplier-related interruptions to a service
C. Measuring and reporting the cost of providing a service to customers and users
D. Measuring and reporting customer satisfaction with closed incidents

Answer: D

NEW QUESTION # 53
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?

A. Service Level Management
B. Change Enablement
C. Release Management
D. Service Validation and Testingright

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 # 54
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A. ITSM software
B. Information models
C. Advanced analytics
D. Artificial intelligence

Answer: D

NEW QUESTION # 55
A healthcare organization is implementing data analytics to analyze patient dat

A. Why is data analytics important in this context?
B. To understand the relationships between patient data and the healthcare's business services
C. To highlight bottlenecks in the organization's workflows when collecting patient data
D. To improve decision-making based on patient data analysis
E. To prioritize and resolve requests for patient data

Answer: E

NEW QUESTION # 56
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