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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: 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. Metrics and monitoring
                        • 2. Continual improvement practices
                          Topic 4: Create and develop services25%- Quality assurance and validation
                          • 1. Service level management
                            • 2. Testing and verification
                              - Service design and development practices
                              • 1. Requirements definition and specification
                                • 2. Service components and architecture

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q19-Q24):

                                  NEW QUESTION # 19
                                  In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

                                  Answer: B

                                  Explanation:
                                  Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.


                                  NEW QUESTION # 20
                                  Which is an example of results-based measurement and reporting?

                                  Answer: B


                                  NEW QUESTION # 21
                                  During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

                                  Answer: A


                                  NEW QUESTION # 22
                                  A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

                                  Answer: D


                                  NEW QUESTION # 23
                                  Which statement about collaboration is CORRECT?

                                  Answer: A


                                  NEW QUESTION # 24
                                  ......

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