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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q78-Q83):

NEW QUESTION # 78
Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

Answer: A


NEW QUESTION # 79
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?

Answer: C


NEW QUESTION # 80
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?

Answer: D


NEW QUESTION # 81
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?

Answer: B


NEW QUESTION # 82
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

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 # 83
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