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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
ITSM Practices in Create, Deliver and Support- Change Enablement
  • 1. Change control and risk assessment
    - Problem Management
    • 1. Root cause analysis and prevention
      - Service Desk
      • 1. User support and communication channels
        - Service Level Management
        • 1. SLAs and service expectations
          - Incident Management
          • 1. Incident lifecycle and resolution
            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
                    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. 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. Service level metrics
                                          • 2. Performance indicators alignment

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q24-Q29):

                                            NEW QUESTION # 24
                                            Which of the following involves consideration of the skills and availability of both internal and external resources?

                                            Answer: D


                                            NEW QUESTION # 25
                                            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: C


                                            NEW QUESTION # 26
                                            An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
                                            Which approach would help to resolve this situation?

                                            Answer: B


                                            NEW QUESTION # 27
                                            A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

                                            Answer: D

                                            Explanation:
                                            A unified Kanban board with WIP limits visualizes all incoming work, highlights interteam dependencies, enforces flow control, and prevents any one queue from becoming overloaded.
                                            This approach drives collaboration, reduces handover delays, and makes prioritization transparent across development, operations, and support.


                                            NEW QUESTION # 28
                                            Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

                                            Answer: B


                                            NEW QUESTION # 29
                                            ......

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