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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Plan and build service value streams25%- Resource and capability management
  • 1. Buy vs build and sourcing strategies
    • 2. Planning and allocation
      - Service value system and value streams
      • 1. Core concepts and principles
        • 2. Designing value streams and workflows
          Deliver and transition services25%- Service delivery and operational practices
          • 1. Service operation and control
            • 2. Service integration and management
              - Service transition and change management
              • 1. Change enablement and release management
                • 2. Deployment and implementation
                  Create and develop services25%- Quality assurance and validation
                  • 1. Service level management
                    • 2. Testing and verification
                      - Service design and development practices
                      • 1. Requirements definition and specification
                        • 2. Service components and architecture
                          Support and improve services25%- Service support and incident management
                          • 1. Service desk and request fulfilment
                            • 2. Incident and problem management
                              - 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 (Q15-Q20):

                                  NEW QUESTION # 15
                                  In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

                                  Answer: A

                                  Explanation:
                                  Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.


                                  NEW QUESTION # 16
                                  In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

                                  Answer: B

                                  Explanation:
                                  The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.


                                  NEW QUESTION # 17
                                  A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

                                  Answer: A

                                  Explanation:
                                  A unified Kanban board with WIP limits visualizes all incoming work, highlights interteam dependencies, enforces flow control, and prevents any one queue from becoming overloaded.
                                  This approach drives collaboration, reduces handover delays, and makes prioritization transparent across development, operations, and support.


                                  NEW QUESTION # 18
                                  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 this team can take to address leadership's concern?

                                  Answer: A


                                  NEW QUESTION # 19
                                  An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

                                  Answer: C


                                  NEW QUESTION # 20
                                  ......

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