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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Deliver and transition services25%- Service transition and change management
  • 1. Change enablement and release management
    • 2. Deployment and implementation
      - Service delivery and operational practices
      • 1. Service operation and control
        • 2. Service integration and management
          Topic 2: Support and improve services25%- Service support and incident management
          • 1. Service desk and request fulfilment
            • 2. Incident and problem management
              - Performance measurement and improvement
              • 1. Continual improvement practices
                • 2. Metrics and monitoring
                  Topic 3: Create and develop services25%- Service design and development practices
                  • 1. Service components and architecture
                    • 2. Requirements definition and specification
                      - Quality assurance and validation
                      • 1. Testing and verification
                        • 2. Service level management
                          Topic 4: 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 (Q16-Q21):

                                  NEW QUESTION # 16
                                  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: C


                                  NEW QUESTION # 17
                                  What is the goal of the `shift-left' approach?

                                  Answer: C


                                  NEW QUESTION # 18
                                  A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

                                  Answer: B


                                  NEW QUESTION # 19
                                  An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

                                  Answer: B


                                  NEW QUESTION # 20
                                  A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
                                  However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

                                  Answer: D


                                  NEW QUESTION # 21
                                  ......

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