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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
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. Metrics and monitoring
            • 2. Continual improvement practices
              - Service support and incident management
              • 1. Incident and problem management
                • 2. Service desk and request fulfilment
                  Deliver and transition services25%- Service delivery and operational practices
                  • 1. Service integration and management
                    • 2. Service operation and control
                      - Service transition and change management
                      • 1. Change enablement and release management
                        • 2. Deployment and implementation
                          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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q31-Q36):

                                  NEW QUESTION # 31
                                  Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

                                  Answer: D

                                  Explanation:
                                  A jointly created team charter aligns all members on shared objectives, clarifies end-to-end ownership, embeds collective KPIs, and supports ITIL 4's guiding principles of collaborate and promote visibility.


                                  NEW QUESTION # 32
                                  A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

                                  Answer: B


                                  NEW QUESTION # 33
                                  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?

                                  Answer: C


                                  NEW QUESTION # 34
                                  Which is often included in an Agile approach to software development?

                                  Answer: B


                                  NEW QUESTION # 35
                                  An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

                                  Answer: A


                                  NEW QUESTION # 36
                                  ......

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