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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
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
          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
                  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 transition and change management
                          • 1. Deployment and implementation
                            • 2. Change enablement and release management
                              - Service delivery and operational practices
                              • 1. Service integration and management
                                • 2. Service operation and control

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q28-Q33):

                                  NEW QUESTION # 28
                                  An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

                                  Answer: A


                                  NEW QUESTION # 29
                                  An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
                                  Which approach would help to resolve this situation?

                                  Answer: B


                                  NEW QUESTION # 30
                                  When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                  Answer: D


                                  NEW QUESTION # 31
                                  Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

                                  Answer: A


                                  NEW QUESTION # 32
                                  A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                  Answer: C


                                  NEW QUESTION # 33
                                  ......

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