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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. Problem management 2. Knowledge management 3. Incident management 4. Change enablement 5. Service desk
Prioritization and Work Management	- Work planning and prioritization 1. Backlog management 2. Capacity and demand management
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
Information and Technology	- Supporting technologies 1. Service management technologies 2. Automation and tool 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 (Q43-Q48):

NEW QUESTION # 43
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. Initiate development changes as emergency changes so that errors can be identified quickly
B. Create a change model for development changes that includes the use of safe-to-fail testing
C. Increase the size of development changes to make them easier to handle and increase success
D. Create a standard change model for development changes and initiate as a service request

Answer: B

NEW QUESTION # 44
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A. Retained service integration
B. Service integration as a service
C. Service guardian
D. Single provider

Answer: B

NEW QUESTION # 45
What is the goal of the `shift-left' approach?

A. Implementing Agile practices for continuous software development
B. Repositioning tasks to earlier stages in the process to boost workflow efficiency
C. Automating repetitive processes using robots and AI
D. Integrating multiple suppliers in a value stream for effective service management

Answer: B

NEW QUESTION # 46
An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A. Service integration and management' cannot be used in an organization that uses value streams
B. 'Service integration and management' creates a separate value stream for each supplier
C. 'Service integration and management' manages multiple suppliers in a single value stream
D. Service integration and management' is independent of the organization's value streams

Answer: C

NEW QUESTION # 47
A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A. Service components lacking mass-market adoption
B. Commoditization of service components
C. Organization-specific requirements for service functionality
D. Customer demand for personalized products

Answer: B

NEW QUESTION # 48
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