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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: 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 2: Value Streams and Service Delivery- Workflow optimization
          • 1. Eliminating waste in processes
            • 2. Lean principles in service delivery
              - Value stream mapping
              • 1. Incident-to-resolution value streams
                • 2. Design-to-transition value streams
                  Topic 3: 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 4: ITSM Practices in Create, Deliver and Support- Incident Management
                          • 1. Incident lifecycle and resolution
                            - Service Desk
                            • 1. User support and communication channels
                              - Service Level Management
                              • 1. SLAs and service expectations
                                - Change Enablement
                                • 1. Change control and risk assessment
                                  - Problem Management
                                  • 1. Root cause analysis and prevention
                                    Topic 5: Service Performance and Measurement- Metrics and KPIs
                                    • 1. Performance indicators alignment
                                      • 2. Service level metrics
                                        - Continual improvement
                                        • 1. Feedback loops and reporting
                                          • 2. Improvement models and practices

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q30-Q35):

                                            NEW QUESTION # 30
                                            Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

                                            Answer: C


                                            NEW QUESTION # 31
                                            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: A


                                            NEW QUESTION # 32
                                            An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

                                            Answer: D


                                            NEW QUESTION # 33
                                            An organization prioritizes its work on a `last-in, first-out' basis.
                                            Which work item should be actioned NEXT?

                                            Answer: B


                                            NEW QUESTION # 34
                                            A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                            Answer: A


                                            NEW QUESTION # 35
                                            ......

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