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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Create and develop services25%- Service design and development practices
  • 1. Service components and architecture
    • 2. Requirements definition and specification
      - Quality assurance and validation
      • 1. Service level management
        • 2. Testing and verification
          Topic 2: Plan and build service value streams25%- Service value system and value streams
          • 1. Core concepts and principles
            • 2. Designing value streams and workflows
              - Resource and capability management
              • 1. Planning and allocation
                • 2. Buy vs build and sourcing strategies
                  Topic 3: Deliver and transition services25%- Service delivery and operational practices
                  • 1. Service integration and management
                    • 2. Service operation and control
                      - Service transition and change management
                      • 1. Deployment and implementation
                        • 2. Change enablement and release management
                          Topic 4: Support and improve services25%- Service support and incident management
                          • 1. Incident and problem management
                            • 2. Service desk and request fulfilment
                              - Performance measurement and improvement
                              • 1. Continual improvement practices
                                • 2. Metrics and monitoring

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q30-Q35):

                                  NEW QUESTION # 30
                                  A large organization is planning to integrate multiple systems into its existing IT infrastructure.
                                  What approach should the organization consider to achieve effective integration?

                                  Answer: C


                                  NEW QUESTION # 31
                                  A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                  Answer: C


                                  NEW QUESTION # 32
                                  An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

                                  Answer: B


                                  NEW QUESTION # 33
                                  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: D


                                  NEW QUESTION # 34
                                  An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
                                  Which sourcing model should they use?

                                  Answer: D


                                  NEW QUESTION # 35
                                  ......

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