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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: 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
          Topic 2: Plan and build service value streams25%- Resource and capability management
          • 1. Planning and allocation
            • 2. Buy vs build and sourcing strategies
              - Service value system and value streams
              • 1. Designing value streams and workflows
                • 2. Core concepts and principles
                  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: Support and improve services25%- Performance measurement and improvement
                          • 1. Continual improvement practices
                            • 2. Metrics and monitoring
                              - Service support and incident management
                              • 1. Incident and problem management
                                • 2. Service desk and request fulfilment

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                                  ITIL-4-CDS Exam Bootcamp, ITIL-4-CDS Valid Exam Guide

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q27-Q32):

                                  NEW QUESTION # 27
                                  When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                  Answer: D


                                  NEW QUESTION # 28
                                  A service has been in use for a number of years, and is not being developed or updated.
                                  Customers are not happy because they think that the applications that support the service are missing important functionality.
                                  Which practice is most likely to identify this issue and initiate improvement actions?

                                  Answer: D


                                  NEW QUESTION # 29
                                  An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

                                  Answer: A


                                  NEW QUESTION # 30
                                  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: B


                                  NEW QUESTION # 31
                                  A large organization is planning to integrate multiple systems into its existing IT infrastructure.
                                  What approach should the organization consider to achieve effective integration?

                                  Answer: C


                                  NEW QUESTION # 32
                                  ......

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