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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Create and develop services25%- Quality assurance and validation
  • 1. Testing and verification
    • 2. Service level management
      - Service design and development practices
      • 1. Service components and architecture
        • 2. Requirements definition and specification
          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. Continual improvement practices
                • 2. Metrics and monitoring
                  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 delivery and operational practices
                          • 1. Service operation and control
                            • 2. Service integration and management
                              - Service transition and change management
                              • 1. Deployment and implementation
                                • 2. Change enablement and release management

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q84-Q89):

                                  NEW QUESTION # 84
                                  An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
                                  Which of these activities should the organization do FIRST?

                                  Answer: B


                                  NEW QUESTION # 85
                                  An organization uses value streams to help them deliver consistent services, and they use
                                  `service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

                                  Answer: D


                                  NEW QUESTION # 86
                                  In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

                                  Answer: D

                                  Explanation:
                                  Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.


                                  NEW QUESTION # 87
                                  An organization experiences a high level of variation in the demand for its development services.
                                  The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

                                  Answer: B


                                  NEW QUESTION # 88
                                  An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

                                  Answer: A


                                  NEW QUESTION # 89
                                  ......

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