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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q16-Q21):

                                            NEW QUESTION # 16
                                            An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

                                            Answer: B


                                            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: D


                                            NEW QUESTION # 18
                                            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: D


                                            NEW QUESTION # 19
                                            A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                            Answer: D


                                            NEW QUESTION # 20
                                            Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

                                            Answer: C


                                            NEW QUESTION # 21
                                            ......

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