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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 operation and control
    • 2. Service integration and management
      - Service transition and change management
      • 1. Change enablement and release management
        • 2. Deployment and implementation
          Topic 2: Plan and build service value streams25%- Service value system and value streams
          • 1. Core concepts and principles
            • 2. Designing value streams and workflows
              - Resource and capability management
              • 1. Planning and allocation
                • 2. Buy vs build and sourcing strategies
                  Topic 3: Create and develop services25%- Service design and development practices
                  • 1. Requirements definition and specification
                    • 2. Service components and architecture
                      - Quality assurance and validation
                      • 1. Service level management
                        • 2. Testing and verification
                          Topic 4: 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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q60-Q65):

                                  NEW QUESTION # 60
                                  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 # 61
                                  A user has logged an incident saying that transactions via the company website are very slow.
                                  The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
                                  Which is the BEST approach for the service desk to use for escalating this incident?

                                  Answer: C


                                  NEW QUESTION # 62
                                  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 # 63
                                  Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

                                  Answer: C


                                  NEW QUESTION # 64
                                  An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

                                  Answer: D


                                  NEW QUESTION # 65
                                  ......

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