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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: 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
          Topic 2: 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. Governance and value co-creation concepts
                • 2. Guiding principles application
                  Topic 3: Team Collaboration and Shift-Left Approach- Shift-left principles
                  • 1. Knowledge management empowerment
                    • 2. Early resolution of incidents
                      - Collaborative practices
                      • 1. Agile and DevOps integration
                        • 2. Cross-functional teamwork
                          Topic 4: 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
                                  Topic 5: ITSM Practices in Create, Deliver and Support- Problem Management
                                  • 1. Root cause analysis and prevention
                                    - Incident Management
                                    • 1. Incident lifecycle and resolution
                                      - Service Level Management
                                      • 1. SLAs and service expectations
                                        - Change Enablement
                                        • 1. Change control and risk assessment
                                          - Service Desk
                                          • 1. User support and communication channels

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q66-Q71):

                                            NEW QUESTION # 66
                                            A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                            Answer: A


                                            NEW QUESTION # 67
                                            Which of the following involves consideration of the skills and availability of both internal and external resources?

                                            Answer: A


                                            NEW QUESTION # 68
                                            A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

                                            Answer: A

                                            Explanation:
                                            Release Management practice is responsible for defining and governing how software is built, packaged, and deployed across environments. By establishing standardized CI/CD pipelines, enforcing repository structures, and managing artifact versioning policies, it ensures consistency, repeatability, and traceability from development through production. This central oversight accelerates integration, embeds security and quality gates, and reduces deployment failures.Option B is incorrect because Service Validation and Testing focuses on designing and executing tests; it relies on established pipelines but does not own their standardization or governance.


                                            NEW QUESTION # 69
                                            A sales enablement service is being modified to improve the data that is presented to sales staff.
                                            This will be delivered as a series of incremental improvements.
                                            Which are the TWO BEST ways to measure these changes?
                                            1. Measure individual changes by the output that they create
                                            2. Measure the overall success of multiple changes by the output that
                                            is created
                                            3. Measure individual changes by the outcome that they create
                                            4. Measure the overall success of multiple changes by the outcome that
                                            is created

                                            Answer: A


                                            NEW QUESTION # 70
                                            A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

                                            Answer: C


                                            NEW QUESTION # 71
                                            ......

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