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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q82-Q87):

                                            NEW QUESTION # 82
                                            What is the goal of the `shift-left' approach?

                                            Answer: D


                                            NEW QUESTION # 83
                                            An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

                                            Answer: D


                                            NEW QUESTION # 84
                                            A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

                                            Answer: D


                                            NEW QUESTION # 85
                                            A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

                                            Answer: A


                                            NEW QUESTION # 86
                                            In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
                                            Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

                                            Answer: B

                                            Explanation:
                                            The Incident Management practice owns the complete lifecycle of unplanned service disruptions.
                                            It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority matrices drive automated escalations. It also prescribes major-incident procedures, integrates knowledge- article recommendations into the resolution workflow, and enforces closure criteria once service restoration is verified.


                                            NEW QUESTION # 87
                                            ......

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