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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support 認定 ITIL-4-CDS 試験問題 (Q11-Q16):

                                            質問 # 11
                                            An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
                                            Which of these activities should the organization do FIRST?

                                            正解：C


                                            質問 # 12
                                            An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

                                            正解：B


                                            質問 # 13
                                            What is the goal of the `shift-left' approach?

                                            正解：B


                                            質問 # 14
                                            A service provider involves suppliers to resolve incidents related to third-party software.
                                            Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

                                            正解：B


                                            質問 # 15
                                            Which statement about collaboration is CORRECT?

                                            正解：A


                                            質問 # 16
                                            ......

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