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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: Prioritization and Work Management	- Work planning and prioritization 1. Backlog management 2. Capacity and demand management
Topic 2: Information and Technology	- Supporting technologies 1. Service management technologies 2. Automation and tool integration
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: Value Stream Design and Development	- Designing service value streams 1. Service design considerations 2. Customer journey mapping
Topic 5: Organizational Structure and Teams	- Team culture and collaboration 1. Team capabilities and competencies 2. Workforce planning and development
Topic 6: Create, Deliver and Support Practices	- Supporting management practices 1. Change enablement 2. Incident management 3. Problem management 4. Knowledge management 5. Service desk - 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 (Q62-Q67):

NEW QUESTION # 62
A healthcare organization is implementing data analytics to analyze patient dat

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

Answer: D

NEW QUESTION # 63
Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A. Think and work holisticallyright
B. Keep it simple and practical
C. Collaborate and promote visibilityright
D. Focus on value
E. Start where you are

Answer: A,C

Explanation:
"collaborate and promote visibility" breaks down cultural barriers by encouraging shared understanding, transparent workflows, and joint problem-solving sessions. This principle fosters an environment where diverse team members can see how their contributions fit into the bigger picture, reducing misinterpretation and building trust.
"think and work holistically" ensures teams recognize interdependencies across technology, processes, and people. By adopting a holistic mindset, team members appreciate how cultural nuances influence each stage of the service value stream, leading to more empathetic communication and aligned decision-making.

NEW QUESTION # 64
An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

A. Service Design practiceright
B. Service Level Management Practice
C. Relationship Management practice
D. Information Security Management Practice

Answer: A

Explanation:
The Service Design practice owns the preparation of the service design package, which includes architectural blueprints, data flows, compliance requirements, organizational structures, and measurement models. It synthesizes stakeholder and customer requirements into a coherent design that addresses the four dimensions: organizations and people, information and technology, partners and suppliers, and value streams and processes. By doing so, it ensures that the new analytics service is fit for purpose, fit for use, and can be reliably transitioned into production.

NEW QUESTION # 65
A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A. Review and automate filtering of operations data
B. Renegotiate service level targets
C. Recruit and train additional operations staff
D. Improve operations team training

Answer: A

NEW QUESTION # 66
Which is an example of using a `shift-left' approach to optimize password resets?

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

Answer: D

NEW QUESTION # 67
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