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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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ITIL-4-CDS Latest Exam Papers | Knowledge ITIL-4-CDS Points

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q78-Q83):

NEW QUESTION # 78
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

A. Customer orientation
B. Integration and data sharing
C. Robotic process automation
D. ICI/CD

Answer: B

NEW QUESTION # 79
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. High availability and security
B. Advanced analytics
C. Flexible workflow automation
D. Inventory and discovery of IT assets

Answer: C

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.

A. Continuous integration
B. Continuous deployment
C. Continual improvement
D. Continuous delivery

Answer: A

NEW QUESTION # 81
When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
B. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
C. An incident resolved within the target SLA time, enabling efficient use of service desk resources
D. An accurate and complete incident record, enabling subsequent trend analysis of incidents

Answer: A

NEW QUESTION # 82
An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A. An item logged today at 09:00
B. An item logged today at 11:00
C. An item logged yesterday at 11:00
D. An item logged yesterday at 09:00

Answer: B

NEW QUESTION # 83
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