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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q67-Q72):

NEW QUESTION # 67
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

Answer: B


NEW QUESTION # 68
During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

Answer: D

Explanation:
The Change Enablement practice governs how changes are proposed, approved and implemented, including the use of change models that codify environment provisioning and configuration baselines. By embedding automated, low-risk change models and requiring peer- reviewed approvals for any environment update, Change Enablement prevents unauthorized manual tweaks, ensures every change is traceable, and locks test environments into exact production-equivalent states.


NEW QUESTION # 69
What should an organization consider when deciding to retain or outsource specific IT services?

Answer: C


NEW QUESTION # 70
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: A


NEW QUESTION # 71
A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

Answer: C


NEW QUESTION # 72
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