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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Value Streams and Service Delivery	- Value stream mapping 1. Incident-to-resolution value streams 2. Design-to-transition value streams - Workflow optimization 1. Lean principles in service delivery 2. Eliminating waste in processes
Team Collaboration and Shift-Left Approach	- Shift-left principles 1. Early resolution of incidents 2. Knowledge management empowerment - Collaborative practices 1. Agile and DevOps integration 2. Cross-functional teamwork
Organizational Structure and Service Value System	- ITIL Service Value System (SVS) 1. Governance and value co-creation concepts 2. Guiding principles application - Service value chain integration 1. Plan, improve, engage activities 2. Design and transition considerations
ITSM Practices in Create, Deliver and Support	- Incident Management 1. Incident lifecycle and resolution - Change Enablement 1. Change control and risk assessment - Service Level Management 1. SLAs and service expectations - Problem Management 1. Root cause analysis and prevention - Service Desk 1. User support and communication channels
Service Performance and Measurement	- Continual improvement 1. Improvement models and practices 2. Feedback loops and reporting - Metrics and KPIs 1. Performance indicators alignment 2. Service level metrics

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q64-Q69):

NEW QUESTION # 64
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

A. Implementation
B. Prototyping
C. Inspiration and empathy
D. Ideation

Answer: D

NEW QUESTION # 65
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A. By making it easier for employees to focus on one role
B. By continually adapting roles to evolving organizational requirements
C. By creating career paths dedicated to single technologies
D. By focusing on increasing employees' technical experience

Answer: B

NEW QUESTION # 66
Which statement about `service integration as a service' isCORRECT?

A. The service integrator does not deliver any services to the organization
B. The service integrator provides services and manages other vendors
C. Multiple vendors provide the service integration and management function
D. The service integrator can be easily replaced by other vendors to leverage better pricing

Answer: B

NEW QUESTION # 67
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?

A. Incorporate the organization's vision into the team culture
B. Hold regular meetings focusing on problem solutions
C. Promote a culture of learning and development
D. Encourage informal teams across the organization

Answer: A

NEW QUESTION # 68
Which is often included in an Agile approach to software development?

A. Information models
B. Integrated service management toolsets
C. Advanced analytics
D. CI/CD

Answer: D

NEW QUESTION # 69
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