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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q76-Q81):

                                  NEW QUESTION # 76
                                  Which is a reason why an organization should create competency profiles for each role?

                                  Answer: B


                                  NEW QUESTION # 77
                                  An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
                                  Which concept is the key element of this alignment?

                                  Answer: C


                                  NEW QUESTION # 78
                                  To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

                                  Answer: A,D

                                  Explanation:
                                  Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
                                  Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.


                                  NEW QUESTION # 79
                                  A service provider is struggling to meet the incident resolution objectives for some incidents.
                                  Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

                                  Answer: D


                                  NEW QUESTION # 80
                                  An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

                                  Answer: B


                                  NEW QUESTION # 81
                                  ......

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