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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
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
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
Create, Deliver and Support Practices- Supporting management practices
  • 1. Problem management
  • 2. Knowledge management
  • 3. Change enablement
  • 4. Service desk
  • 5. Incident management
- Service performance and quality
  • 1. Monitoring and measurement
  • 2. Continual improvement

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q14-Q19):

NEW QUESTION # 14
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

Answer: D


NEW QUESTION # 15
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

Answer: A


NEW QUESTION # 16
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: B


NEW QUESTION # 17
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

Answer: A


NEW QUESTION # 18
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: C


NEW QUESTION # 19
......

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