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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q26-Q31):

NEW QUESTION # 26
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A. Workforce and talent management practiceright
B. Continual improvement practice
C. Organizational change management practice
D. Service desk practice

Answer: A

Explanation:
The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.

NEW QUESTION # 27
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?

A. Improve operations team training
B. Renegotiate service level targets
C. Review and automate filtering of operations data
D. Recruit and train additional operations staff

Answer: C

NEW QUESTION # 28
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of supplier-related interruptions to a service
B. Measuring and reporting the cost of providing a service to customers and users
C. Measuring and reporting the number of hours worked by service desk staff
D. Measuring and reporting customer satisfaction with closed incidents

Answer: D

NEW QUESTION # 29
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A. Information models
B. Advanced analytics
C. ITSM software
D. Artificial intelligence

Answer: D

NEW QUESTION # 30
An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A. Engaging with a supplier to outsource tasks
B. Reducing the charges for less busy periods
C. Introducing continuous integration and deployment
D. Increasing the number of test specialists

Answer: B

NEW QUESTION # 31
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