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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Organizational Structure and Service Value System- Service value chain integration
  • 1. Design and transition considerations
    • 2. Plan, improve, engage activities
      - ITIL Service Value System (SVS)
      • 1. Governance and value co-creation concepts
        • 2. Guiding principles application
          Topic 2: Value Streams and Service Delivery- Value stream mapping
          • 1. Incident-to-resolution value streams
            • 2. Design-to-transition value streams
              - Workflow optimization
              • 1. Eliminating waste in processes
                • 2. Lean principles in service delivery
                  Topic 3: ITSM Practices in Create, Deliver and Support- Service Level Management
                  • 1. SLAs and service expectations
                    - Problem Management
                    • 1. Root cause analysis and prevention
                      - Incident Management
                      • 1. Incident lifecycle and resolution
                        - Service Desk
                        • 1. User support and communication channels
                          - Change Enablement
                          • 1. Change control and risk assessment
                            Topic 4: 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
                                    Topic 5: Service Performance and Measurement- Metrics and KPIs
                                    • 1. Service level metrics
                                      • 2. Performance indicators alignment
                                        - Continual improvement
                                        • 1. Improvement models and practices
                                          • 2. Feedback loops and reporting

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q15-Q20):

                                            NEW QUESTION # 15
                                            A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
                                            What is the BEST approach to resolve this issue?

                                            Answer: A


                                            NEW QUESTION # 16
                                            In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

                                            Answer: A

                                            Explanation:
                                            The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.


                                            NEW QUESTION # 17
                                            When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                            Answer: B


                                            NEW QUESTION # 18
                                            An enterprise delivers a new multi-region, container-based service every two weeks.
                                            Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

                                            Answer: B

                                            Explanation:
                                            The Deployment Management practice specializes in planning, scheduling and controlling the movement of release packages into live environments. It defines standardized pipelines for containers, database migrations, feature-flag switches and rollback mechanisms. By enforcing environment-specific deployment plans, automated checks and audit trails, Deployment Management ensures every change is traceable and recoverable across all regions and cloud platforms.


                                            NEW QUESTION # 19
                                            An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

                                            Answer: D


                                            NEW QUESTION # 20
                                            ......

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