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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q42-Q47):

                                            NEW QUESTION # 42
                                            An organization wants to encourage its employees to suggest improvements to its practices.
                                            However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
                                            Which concept should be applied to overcome this challenge?

                                            Answer: B


                                            NEW QUESTION # 43
                                            An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

                                            Answer: C


                                            NEW QUESTION # 44
                                            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: A


                                            NEW QUESTION # 45
                                            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: C

                                            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 # 46
                                            A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
                                            What is the BEST way to manage this issue?

                                            Answer: B


                                            NEW QUESTION # 47
                                            ......

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