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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q13-Q18):

NEW QUESTION # 13
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Increase the size of development changes to make them easier to handle and increase success
B. Create a change model for development changes that includes the use of safe-to-fail testing
C. Create a standard change model for development changes and initiate as a service request
D. Initiate development changes as emergency changes so that errors can be identified quickly

Answer: B

NEW QUESTION # 14
Which statement about `service integration as a service' isCORRECT?

A. The service integrator provides services and manages other vendors
B. Multiple vendors provide the service integration and management function
C. The service integrator can be easily replaced by other vendors to leverage better pricing
D. The service integrator does not deliver any services to the organization

Answer: A

NEW QUESTION # 15
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A. One value stream for the organization, and separate value streams for each team
B. One value stream for resolving incidents, and a separate value stream for managing service requests
C. One value stream for all activity that arrives via the service desk
D. One value stream for the organization, and separate value streams for each supplier

Answer: C

NEW QUESTION # 16
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 management process
B. Review the incident resolution targets
C. Review the incident resolution value stream
D. Review the change authorization procedures

Answer: C

NEW QUESTION # 17
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A. Customer orientation
B. Integration and data sharing
C. Robotic process automation
D. ICI/CD

Answer: B

NEW QUESTION # 18
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