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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Create and develop services25%- Service design and development practices
  • 1. Requirements definition and specification
    • 2. Service components and architecture
      - Quality assurance and validation
      • 1. Testing and verification
        • 2. Service level management
          Plan and build service value streams25%- Resource and capability management
          • 1. Buy vs build and sourcing strategies
            • 2. Planning and allocation
              - Service value system and value streams
              • 1. Designing value streams and workflows
                • 2. Core concepts and principles
                  Deliver and transition services25%- Service delivery and operational practices
                  • 1. Service integration and management
                    • 2. Service operation and control
                      - Service transition and change management
                      • 1. Change enablement and release management
                        • 2. Deployment and implementation
                          Support and improve services25%- Service support and incident management
                          • 1. Incident and problem management
                            • 2. Service desk and request fulfilment
                              - Performance measurement and improvement
                              • 1. Metrics and monitoring
                                • 2. Continual improvement practices

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q14-Q19):

                                  NEW QUESTION # 14
                                  An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

                                  Answer: C


                                  NEW QUESTION # 15
                                  An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
                                  Which concept is the key element of this alignment?

                                  Answer: A


                                  NEW QUESTION # 16
                                  An organization prioritizes its work on a `last-in, first-out' basis.
                                  Which work item should be actioned NEXT?

                                  Answer: A


                                  NEW QUESTION # 17
                                  A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

                                  Answer: C


                                  NEW QUESTION # 18
                                  Which is a reason why an organization should create competency profiles for each role?

                                  Answer: D


                                  NEW QUESTION # 19
                                  ......

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