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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: 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. Design and transition considerations
        • 2. Plan, improve, engage activities
          Topic 2: 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 3: 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 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 Level Management
                                      • 1. SLAs and service expectations
                                        - Incident Management
                                        • 1. Incident lifecycle and resolution
                                          - Service Desk
                                          • 1. User support and communication channels

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q28-Q33):

                                            NEW QUESTION # 28
                                            A service provider is struggling to meet the incident resolution objectives for some incidents.
                                            Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

                                            Answer: D


                                            NEW QUESTION # 29
                                            Which statement about `service integration as a service' isCORRECT?

                                            Answer: B


                                            NEW QUESTION # 30
                                            An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
                                            Which sourcing model should they use?

                                            Answer: C


                                            NEW QUESTION # 31
                                            A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                            Answer: B


                                            NEW QUESTION # 32
                                            An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

                                            Answer: A


                                            NEW QUESTION # 33
                                            ......

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