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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping
Topic 2: Create, Deliver and Support Practices- Service performance and quality
  • 1. Monitoring and measurement
  • 2. Continual improvement
- Supporting management practices
  • 1. Change enablement
  • 2. Incident management
  • 3. Problem management
  • 4. Service desk
  • 5. Knowledge management
Topic 3: Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management
Topic 4: Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Value streams and workflows
  • 2. Service value system integration
Topic 5: Information and Technology- Supporting technologies
  • 1. Service management technologies
  • 2. Automation and tool integration
Topic 6: 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 (Q34-Q39):

NEW QUESTION # 34
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

Answer: A


NEW QUESTION # 35
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?

Answer: A


NEW QUESTION # 36
In which circumstances should an organization buy, rather than build, software?

Answer: A


NEW QUESTION # 37
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?

Answer: C


NEW QUESTION # 38
A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

Answer: B


NEW QUESTION # 39
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