Free PDF First-grade Peoplecert ITIL-4-CDS - ITIL 4 Specialist: Create, Deliver and Support Pass4sure

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Performance and Measurement- Continual improvement
  • 1. Feedback loops and reporting
    • 2. Improvement models and practices
      - Metrics and KPIs
      • 1. Service level metrics
        • 2. Performance indicators alignment
          Topic 2: Value Streams and Service Delivery- Value stream mapping
          • 1. Incident-to-resolution value streams
            • 2. Design-to-transition value streams
              - Workflow optimization
              • 1. Lean principles in service delivery
                • 2. Eliminating waste in processes
                  Topic 3: Team Collaboration and Shift-Left Approach- Collaborative practices
                  • 1. Agile and DevOps integration
                    • 2. Cross-functional teamwork
                      - Shift-left principles
                      • 1. Knowledge management empowerment
                        • 2. Early resolution of incidents
                          Topic 4: Organizational Structure and Service Value System- ITIL Service Value System (SVS)
                          • 1. Governance and value co-creation concepts
                            • 2. Guiding principles application
                              - Service value chain integration
                              • 1. Design and transition considerations
                                • 2. Plan, improve, engage activities
                                  Topic 5: ITSM Practices in Create, Deliver and Support- Service Desk
                                  • 1. User support and communication channels
                                    - Service Level Management
                                    • 1. SLAs and service expectations
                                      - Problem Management
                                      • 1. Root cause analysis and prevention
                                        - Change Enablement
                                        • 1. Change control and risk assessment
                                          - Incident Management
                                          • 1. Incident lifecycle and resolution

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q57-Q62):

                                            NEW QUESTION # 57
                                            What should an organization consider when deciding to retain or outsource specific IT services?

                                            Answer: A


                                            NEW QUESTION # 58
                                            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: C


                                            NEW QUESTION # 59
                                            An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

                                            Answer: C


                                            NEW QUESTION # 60
                                            A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

                                            Answer: A


                                            NEW QUESTION # 61
                                            During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

                                            Answer: D


                                            NEW QUESTION # 62
                                            ......

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