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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Team Collaboration and Shift-Left Approach	- Collaborative practices 1. Agile and DevOps integration 2. Cross-functional teamwork - Shift-left principles 1. Early resolution of incidents 2. Knowledge management empowerment
Value Streams and Service Delivery	- Value stream mapping 1. Design-to-transition value streams 2. Incident-to-resolution value streams - Workflow optimization 1. Eliminating waste in processes 2. Lean principles in service delivery
Organizational Structure and Service Value System	- ITIL Service Value System (SVS) 1. Governance and value co-creation concepts 2. Guiding principles application - Service value chain integration 1. Design and transition considerations 2. Plan, improve, engage activities
ITSM Practices in Create, Deliver and Support	- Service Desk 1. User support and communication channels - Incident Management 1. Incident lifecycle and resolution - Service Level Management 1. SLAs and service expectations - Change Enablement 1. Change control and risk assessment - Problem Management 1. Root cause analysis and prevention
Service Performance and Measurement	- Continual improvement 1. Improvement models and practices 2. Feedback loops and reporting - Metrics and KPIs 1. Performance indicators alignment 2. Service level metrics

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q46-Q51):

NEW QUESTION # 46
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?

A. Implement separate service desks for incident and service requests
B. Recommend users to submit queries well in advance to ensure timely processing
C. Prioritize incoming queries based on their type and associated urgency
D. Increase the number of service desk agents to process the incoming queries faster

Answer: C

NEW QUESTION # 47
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A. Robotic process automation
B. Swarming
C. Shortest item first
D. Shift-left

Answer: D

NEW QUESTION # 48
Which of the following involves consideration of the skills and availability of both internal and external resources?

A. Shift-left approach
B. Swarming
C. Build vs buy
D. Triage prioritization

Answer: C

NEW QUESTION # 49
Which is often included in an Agile approach to software development?

A. Information models
B. Integrated service management toolsets
C. CI/CD
D. Advanced analytics

Answer: C

NEW QUESTION # 50
Which statement about `service integration as a service' isCORRECT?

A. The service integrator does not deliver any services to the organization
B. The service integrator can be easily replaced by other vendors to leverage better pricing
C. Multiple vendors provide the service integration and management function
D. The service integrator provides services and manages other vendors

Answer: D

NEW QUESTION # 51
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