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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q47-Q52):

                                            NEW QUESTION # 47
                                            A user has logged an incident saying that transactions via the company website are very slow.
                                            The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
                                            Which is the BEST approach for the service desk to use for escalating this incident?

                                            Answer: C


                                            NEW QUESTION # 48
                                            Which is often included in an Agile approach to software development?

                                            Answer: C


                                            NEW QUESTION # 49
                                            An organization has many team members who work independently and spend time on the work which interests them the most.
                                            Which recommendation is MOST applicable to this situation?

                                            Answer: B


                                            NEW QUESTION # 50
                                            During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

                                            Answer: A

                                            Explanation:
                                            The Change Enablement practice governs how changes are proposed, approved and implemented, including the use of change models that codify environment provisioning and configuration baselines. By embedding automated, low-risk change models and requiring peer- reviewed approvals for any environment update, Change Enablement prevents unauthorized manual tweaks, ensures every change is traceable, and locks test environments into exact production-equivalent states.


                                            NEW QUESTION # 51
                                            A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

                                            Answer: A


                                            NEW QUESTION # 52
                                            ......

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