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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q10-Q15):

NEW QUESTION # 10
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A. Single provider
B. Service guardian
C. Service integration as a service
D. Retained service integration

Answer: C

NEW QUESTION # 11
A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?

A. Implementing point-to-point integration for each system
B. Adopting a 'big bang' approach for all integrations simultaneously
C. Choosing direct integration with no predetermined order for deployment
D. Using incremental delivery for the integration of multiple components

Answer: D

NEW QUESTION # 12
Which statement about collaboration is CORRECT?

A. Collaboration can be enforced by aligning metrics between teams
B. Collaboration focuses on the organization's goals
C. Collaboration is most useful for standardized work
D. Collaboration should be used instead of swarming or

Answer: B

NEW QUESTION # 13
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. Advanced analytics
B. Inventory and discovery of IT assets
C. High availability and security
D. Flexible workflow automation

Answer: D

NEW QUESTION # 14
A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A. Stop recording requests during exceptionally busy times
B. Prioritize tickets based on the order of receipt
C. Limit ticket submissions to reduce the workload on support staff
D. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket

Answer: D

NEW QUESTION # 15
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