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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q61-Q66):

                                            NEW QUESTION # 61
                                            A sales enablement service is being modified to improve the data that is presented to sales staff.
                                            This will be delivered as a series of incremental improvements.
                                            Which are the TWO BEST ways to measure these changes?
                                            1. Measure individual changes by the output that they create
                                            2. Measure the overall success of multiple changes by the output that
                                            is created
                                            3. Measure individual changes by the outcome that they create
                                            4. Measure the overall success of multiple changes by the outcome that
                                            is created

                                            Answer: D


                                            NEW QUESTION # 62
                                            Which statement about collaboration is CORRECT?

                                            Answer: D


                                            NEW QUESTION # 63
                                            Which statement about `service integration as a service' isCORRECT?

                                            Answer: B


                                            NEW QUESTION # 64
                                            An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

                                            Answer: B


                                            NEW QUESTION # 65
                                            A large organization is planning to integrate multiple systems into its existing IT infrastructure.
                                            What approach should the organization consider to achieve effective integration?

                                            Answer: A


                                            NEW QUESTION # 66
                                            ......

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