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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q39-Q44):

                                  NEW QUESTION # 39
                                  How should roles and competencies be managed to adapt to rapid technological changes and market demands?

                                  Answer: B


                                  NEW QUESTION # 40
                                  Which of the following involves consideration of the skills and availability of both internal and external resources?

                                  Answer: B


                                  NEW QUESTION # 41
                                  A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
                                  Which is the BEST approach to reduce the number of failures?

                                  Answer: B


                                  NEW QUESTION # 42
                                  Which is an example of a divisional organizational structure?

                                  Answer: B


                                  NEW QUESTION # 43
                                  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: C


                                  NEW QUESTION # 44
                                  ......

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