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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Deliver and transition services25%- Service transition and change management
  • 1. Deployment and implementation
    • 2. Change enablement and release management
      - Service delivery and operational practices
      • 1. Service integration and management
        • 2. Service operation and control
          Topic 2: Support and improve services25%- Service support and incident management
          • 1. Incident and problem management
            • 2. Service desk and request fulfilment
              - Performance measurement and improvement
              • 1. Metrics and monitoring
                • 2. Continual improvement practices
                  Topic 3: Plan and build service value streams25%- Service value system and value streams
                  • 1. Core concepts and principles
                    • 2. Designing value streams and workflows
                      - Resource and capability management
                      • 1. Buy vs build and sourcing strategies
                        • 2. Planning and allocation
                          Topic 4: Create and develop services25%- Service design and development practices
                          • 1. Requirements definition and specification
                            • 2. Service components and architecture
                              - Quality assurance and validation
                              • 1. Service level management
                                • 2. Testing and verification

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q78-Q83):

                                  NEW QUESTION # 78
                                  An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

                                  Answer: A


                                  NEW QUESTION # 79
                                  How should roles and competencies be managed to adapt to rapid technological changes and market demands?

                                  Answer: D


                                  NEW QUESTION # 80
                                  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?

                                  Answer: A


                                  NEW QUESTION # 81
                                  At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

                                  Answer: B

                                  Explanation:
                                  ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.


                                  NEW QUESTION # 82
                                  Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

                                  Answer: B


                                  NEW QUESTION # 83
                                  ......

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