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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q66-Q71):

NEW QUESTION # 66
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?

Answer: D


NEW QUESTION # 67
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 # 68
What approach can ensure testing happens earlier in the development lifecycle?

Answer: A


NEW QUESTION # 69
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

Answer: D


NEW QUESTION # 70
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

Answer: B


NEW QUESTION # 71
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