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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q42-Q47):

                                            NEW QUESTION # 42
                                            A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

                                            Answer: C


                                            NEW QUESTION # 43
                                            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 # 44
                                            Which statement about collaboration is CORRECT?

                                            Answer: B


                                            NEW QUESTION # 45
                                            What is the goal of the `shift-left' approach?

                                            Answer: B


                                            NEW QUESTION # 46
                                            An enterprise delivers a new multi-region, container-based service every two weeks.
                                            Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

                                            Answer: B

                                            Explanation:
                                            The Deployment Management practice specializes in planning, scheduling and controlling the movement of release packages into live environments. It defines standardized pipelines for containers, database migrations, feature-flag switches and rollback mechanisms. By enforcing environment-specific deployment plans, automated checks and audit trails, Deployment Management ensures every change is traceable and recoverable across all regions and cloud platforms.


                                            NEW QUESTION # 47
                                            ......

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