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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: 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
          Topic 2: Service Performance and Measurement- Metrics and KPIs
          • 1. Service level metrics
            • 2. Performance indicators alignment
              - Continual improvement
              • 1. Feedback loops and reporting
                • 2. Improvement models and practices
                  Topic 3: Organizational Structure and Service Value System- ITIL Service Value System (SVS)
                  • 1. Guiding principles application
                    • 2. Governance and value co-creation concepts
                      - Service value chain integration
                      • 1. Design and transition considerations
                        • 2. Plan, improve, engage activities
                          Topic 4: ITSM Practices in Create, Deliver and Support- Incident Management
                          • 1. Incident lifecycle and resolution
                            - Service Desk
                            • 1. User support and communication channels
                              - Problem Management
                              • 1. Root cause analysis and prevention
                                - Change Enablement
                                • 1. Change control and risk assessment
                                  - Service Level Management
                                  • 1. SLAs and service expectations
                                    Topic 5: Team Collaboration and Shift-Left Approach- Shift-left principles
                                    • 1. Early resolution of incidents
                                      • 2. Knowledge management empowerment
                                        - Collaborative practices
                                        • 1. Cross-functional teamwork
                                          • 2. Agile and DevOps integration

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q75-Q80):

                                            NEW QUESTION # 75
                                            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 # 76
                                            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 the team can take to address leadership's concern?

                                            Answer: C


                                            NEW QUESTION # 77
                                            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: B

                                            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 # 78
                                            When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                            Answer: D


                                            NEW QUESTION # 79
                                            Which is a reason why an organization should create competency profiles for each role?

                                            Answer: A


                                            NEW QUESTION # 80
                                            ......

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