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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
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
          Deliver and transition services25%- Service transition and change management
          • 1. Change enablement and release management
            • 2. Deployment and implementation
              - Service delivery and operational practices
              • 1. Service operation and control
                • 2. Service integration and management
                  Support and improve services25%- Performance measurement and improvement
                  • 1. Continual improvement practices
                    • 2. Metrics and monitoring
                      - Service support and incident management
                      • 1. Service desk and request fulfilment
                        • 2. Incident and problem management
                          Create and develop services25%- Quality assurance and validation
                          • 1. Service level management
                            • 2. Testing and verification
                              - Service design and development practices
                              • 1. Service components and architecture
                                • 2. Requirements definition and specification

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q12-Q17):

                                  NEW QUESTION # 12
                                  Which statement about collaboration is CORRECT?

                                  Answer: A


                                  NEW QUESTION # 13
                                  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: B


                                  NEW QUESTION # 14
                                  A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
                                  What is the minimum number of different value streams that they need, in order to manage this work?

                                  Answer: B


                                  NEW QUESTION # 15
                                  An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

                                  Answer: D


                                  NEW QUESTION # 16
                                  A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

                                  Answer: D


                                  NEW QUESTION # 17
                                  ......

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