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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert certification ITIL-4-CDS best exam questions and answers

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q49-Q54):

NEW QUESTION # 49
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

A. Insourcing
B. Nearshoring
C. Onshoring
D. Offshoring

Answer: B

NEW QUESTION # 50
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?

A. Service level management
B. Service validation and testing
C. Knowledge management
D. Service desk

Answer: A

NEW QUESTION # 51
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?

A. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
B. Include user experience and perception in the scope of testing and involve multiple teams
C. Delegate to the vendor testing of the terminals and the card payment system
D. Focus testing solely on user experience and delegate it to operational teams

Answer: B

NEW QUESTION # 52
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A. By creating career paths dedicated to single technologies
B. By making it easier for employees to focus on one role
C. By focusing on increasing employees' technical experience
D. By continually adapting roles to evolving organizational requirements

Answer: D

NEW QUESTION # 53
An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

A. An item logged yesterday at 11:00
B. An item logged today at 09:00
C. An item logged yesterday at 09:00
D. An item logged today at 11:00

Answer: D

NEW QUESTION # 54
......

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