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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q54-Q59):

NEW QUESTION # 54
An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A. An item logged yesterday at 09:00
B. An item logged yesterday at 11:00
C. An item logged today at 09:00
D. An item logged today at 11:00

Answer: D

NEW QUESTION # 55
A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

A. Choosing direct integration with no predetermined order for deployment
B. Implementing point-to-point integration for each system
C. Using incremental delivery for the integration of multiple components
D. Adopting a 'big bang' approach for all integrations simultaneously

Answer: C

NEW QUESTION # 56
Which is an example of using a `shift-left' approach to optimize password resets?

A. Allow users to reset their own passwords using an automated tool
B. Automatically assign a high priority to password reset requests to resolve them faster
C. Encourage users to remember or safely record their passwords to reduce the number of password resets
D. Train service desk agents to categorize password resets as service requests

Answer: A

NEW QUESTION # 57
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A. Follow the predefined procedure for investigating web performance incidents
B. Use swarming to involve people from multiple different teams in the investigation
C. Declare a major incident and start the major incident management procedure
D. Escalate to the performance management team, who will then escalate to a different team if needed

Answer: A

NEW QUESTION # 58
A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

A. Experience of financial management
B. Commitment to continual improvement
C. Technical knowledge of the supported products
D. Knowledge of how to log incidents and service requests

Answer: B

NEW QUESTION # 59
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