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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q68-Q73):

NEW QUESTION # 68
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A. Ensure that solutions provided by suppliers are captured and shared in the support team
B. Ensure that errors in the software that caused incidents are fixed
C. Avoid transferring incidents to an external supplier as long as possible
D. Ensure that solutions provided by the supplier are tested

Answer: A

NEW QUESTION # 69
An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A. Focus on app performance and security features
B. Establish a team of expert developers to revise the initial design
C. Adopt a design thinking approach based on customer and user feedback
D. Implement a global standard design

Answer: C

NEW QUESTION # 70
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A. Continual improvement
B. Continuous delivery
C. Continuous integration
D. Continuous deployment

Answer: C

NEW QUESTION # 71
An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

A. Servant leadership
B. Cooperation
C. Algorithmic task
D. Heuristic task

Answer: D

NEW QUESTION # 72
Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A. Topic-based forums
B. Social media
C. Self-service portals
D. Event surveys

Answer: A

NEW QUESTION # 73
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