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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q86-Q91):

                                  NEW QUESTION # 86
                                  A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
                                  What is the BEST way to manage this issue?

                                  Answer: D


                                  NEW QUESTION # 87
                                  An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
                                  Which test level should the organization focus on to address this weakness?

                                  Answer: D


                                  NEW QUESTION # 88
                                  Which is an example of using a `shift-left' approach to optimize password resets?

                                  Answer: C


                                  NEW QUESTION # 89
                                  An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

                                  Answer: C


                                  NEW QUESTION # 90
                                  An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

                                  Answer: A


                                  NEW QUESTION # 91
                                  ......

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