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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q29-Q34):

                                            NEW QUESTION # 29
                                            What is the goal of the `shift-left' approach?

                                            Answer: B


                                            NEW QUESTION # 30
                                            A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                            Answer: D


                                            NEW QUESTION # 31
                                            At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

                                            Answer: A

                                            Explanation:
                                            ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.


                                            NEW QUESTION # 32
                                            An organization prioritizes its work on a `last-in, first-out' basis.
                                            Which work item should be actioned NEXT?

                                            Answer: D


                                            NEW QUESTION # 33
                                            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 the team can take to address leadership's concern?

                                            Answer: C


                                            NEW QUESTION # 34
                                            ......

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