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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: ITSM Practices in Create, Deliver and Support	- Service Desk 1. User support and communication channels - Problem Management 1. Root cause analysis and prevention - Change Enablement 1. Change control and risk assessment - Incident Management 1. Incident lifecycle and resolution - Service Level Management 1. SLAs and service expectations
Topic 2: 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
Topic 3: Value Streams and Service Delivery	- Value stream mapping 1. Design-to-transition value streams 2. Incident-to-resolution value streams - Workflow optimization 1. Eliminating waste in processes 2. Lean principles in service delivery
Topic 4: 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
Topic 5: 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 (Q33-Q38):

NEW QUESTION # 33
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A. System
B. Unit
C. Acceptance
D. Integration

Answer: D

NEW QUESTION # 34
In which circumstances should an organization buy, rather than build, software?

A. The organization is part of a regulated industry and has a strong focus on internal policies
B. The consumers of the software have many and varied customization requirements
C. The software is widely available and its features are standardized across most organizations
D. The requirements of the organization are frequently changing because of rapid expansion

Answer: C

NEW QUESTION # 35
An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

A. Divisional
B. Functional
C. Flat
D. Matrix

Answer: B

NEW QUESTION # 36
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Create a change model for development changes that includes the use of safe-to-fail testing
B. Initiate development changes as emergency changes so that errors can be identified quickly
C. Increase the size of development changes to make them easier to handle and increase success
D. Create a standard change model for development changes and initiate as a service request

Answer: A

NEW QUESTION # 37
A healthcare organization is implementing data analytics to analyze patient dat

A. To prioritize and resolve requests for patient data
B. To understand the relationships between patient data and the healthcare's business services
C. Why is data analytics important in this context?
D. To highlight bottlenecks in the organization's workflows when collecting patient data
E. To improve decision-making based on patient data analysis

Answer: A

NEW QUESTION # 38
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