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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
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. Governance and value co-creation concepts
        • 2. Guiding principles application
          Team Collaboration and Shift-Left Approach- Shift-left principles
          • 1. Knowledge management empowerment
            • 2. Early resolution of incidents
              - Collaborative practices
              • 1. Agile and DevOps integration
                • 2. Cross-functional teamwork
                  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
                          Value Streams and Service Delivery- Workflow optimization
                          • 1. Eliminating waste in processes
                            • 2. Lean principles in service delivery
                              - Value stream mapping
                              • 1. Design-to-transition value streams
                                • 2. Incident-to-resolution value streams
                                  ITSM Practices in Create, Deliver and Support- Service Level Management
                                  • 1. SLAs and service expectations
                                    - Service Desk
                                    • 1. User support and communication channels
                                      - Change Enablement
                                      • 1. Change control and risk assessment
                                        - Incident Management
                                        • 1. Incident lifecycle and resolution
                                          - Problem Management
                                          • 1. Root cause analysis and prevention

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q10-Q15):

                                            NEW QUESTION # 10
                                            A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

                                            Answer: D


                                            NEW QUESTION # 11
                                            A user has logged an incident saying that transactions via the company website are very slow.
                                            The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
                                            Which is the BEST approach for the service desk to use for escalating this incident?

                                            Answer: B


                                            NEW QUESTION # 12
                                            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: B


                                            NEW QUESTION # 13
                                            In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

                                            Answer: D

                                            Explanation:
                                            The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.


                                            NEW QUESTION # 14
                                            Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

                                            Answer: C


                                            NEW QUESTION # 15
                                            ......

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