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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Create and develop services25%- Service design and development practices
  • 1. Requirements definition and specification
    • 2. Service components and architecture
      - Quality assurance and validation
      • 1. Testing and verification
        • 2. Service level management
          Topic 2: Plan and build service value streams25%- Resource and capability management
          • 1. Buy vs build and sourcing strategies
            • 2. Planning and allocation
              - Service value system and value streams
              • 1. Core concepts and principles
                • 2. Designing value streams and workflows
                  Topic 3: 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 integration and management
                        • 2. Service operation and control
                          Topic 4: Support and improve services25%- Performance measurement and improvement
                          • 1. Continual improvement practices
                            • 2. Metrics and monitoring
                              - Service support and incident management
                              • 1. Incident and problem management
                                • 2. Service desk and request fulfilment

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q19-Q24):

                                  NEW QUESTION # 19
                                  A service has been in use for a number of years, and is not being developed or updated.
                                  Customers are not happy because they think that the applications that support the service are missing important functionality.
                                  Which practice is most likely to identify this issue and initiate improvement actions?

                                  Answer: A


                                  NEW QUESTION # 20
                                  Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

                                  Answer: B

                                  Explanation:
                                  A jointly created team charter aligns all members on shared objectives, clarifies end-to-end ownership, embeds collective KPIs, and supports ITIL 4's guiding principles of collaborate and promote visibility.


                                  NEW QUESTION # 21
                                  Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

                                  Answer: A


                                  NEW QUESTION # 22
                                  A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

                                  Answer: A


                                  NEW QUESTION # 23
                                  A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                  Answer: A


                                  NEW QUESTION # 24
                                  ......

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