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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Support and improve services25%- Service support and incident management
  • 1. Incident and problem management
    • 2. Service desk and request fulfilment
      - Performance measurement and improvement
      • 1. Metrics and monitoring
        • 2. Continual improvement practices
          Create and develop services25%- Quality assurance and validation
          • 1. Service level management
            • 2. Testing and verification
              - Service design and development practices
              • 1. Requirements definition and specification
                • 2. Service components and architecture
                  Plan and build service value streams25%- Service value system and value streams
                  • 1. Designing value streams and workflows
                    • 2. Core concepts and principles
                      - Resource and capability management
                      • 1. Buy vs build and sourcing strategies
                        • 2. Planning and allocation
                          Deliver and transition services25%- Service transition and change management
                          • 1. Deployment and implementation
                            • 2. Change enablement and release management
                              - Service delivery and operational practices
                              • 1. Service operation and control
                                • 2. Service integration and management

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q33-Q38):

                                  NEW QUESTION # 33
                                  When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                  Answer: D


                                  NEW QUESTION # 34
                                  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?

                                  Answer: C


                                  NEW QUESTION # 35
                                  Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

                                  Answer: C


                                  NEW QUESTION # 36
                                  A large organization is planning to integrate multiple systems into its existing IT infrastructure.
                                  What approach should the organization consider to achieve effective integration?

                                  Answer: C


                                  NEW QUESTION # 37
                                  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 # 38
                                  ......

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