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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q81-Q86):

NEW QUESTION # 81
A healthcare organization is implementing data analytics to analyze patient dat

A. To highlight bottlenecks in the organization's workflows when collecting patient data
B. Why is data analytics important in this context?
C. To prioritize and resolve requests for patient data
D. To improve decision-making based on patient data analysis
E. To understand the relationships between patient data and the healthcare's business services

Answer: C

NEW QUESTION # 82
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A. Use the latest technology capabilities to improve the look and feel of the designed solution
B. Interview customers about their preferences
C. Involve many users from every target group in all steps of the design
D. Create realistic user personas based on the gathered user data

Answer: D

NEW QUESTION # 83
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?

A. Create a standard change model for development changes and initiate as a service request
B. Initiate development changes as emergency changes so that errors can be identified quickly
C. Create a change model for development changes that includes the use of safe-to-fail testing
D. Increase the size of development changes to make them easier to handle and increase success

Answer: C

NEW QUESTION # 84
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A. One value stream for resolving incidents, and a separate value stream for managing service requests
B. One value stream for all activity that arrives via the service desk
C. One value stream for the organization, and separate value streams for each supplier
D. One value stream for the organization, and separate value streams for each team

Answer: B

NEW QUESTION # 85
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A. Understand the situations in which incidents and service requests will be initiated
B. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
C. Understand which steps contribute least to the support of the service
D. Identify the activities which could be improved by the use of automation

Answer: A

NEW QUESTION # 86
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