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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: ITSM Practices in Create, Deliver and Support- Service Desk
  • 1. User support and communication channels
    - Change Enablement
    • 1. Change control and risk assessment
      - Service Level Management
      • 1. SLAs and service expectations
        - Incident Management
        • 1. Incident lifecycle and resolution
          - Problem Management
          • 1. Root cause analysis and prevention
            Topic 2: Organizational Structure and Service Value System- ITIL Service Value System (SVS)
            • 1. Guiding principles application
              • 2. Governance and value co-creation concepts
                - Service value chain integration
                • 1. Design and transition considerations
                  • 2. Plan, improve, engage activities
                    Topic 3: Service Performance and Measurement- Metrics and KPIs
                    • 1. Performance indicators alignment
                      • 2. Service level metrics
                        - Continual improvement
                        • 1. Improvement models and practices
                          • 2. Feedback loops and reporting
                            Topic 4: Value Streams and Service Delivery- Workflow optimization
                            • 1. Lean principles in service delivery
                              • 2. Eliminating waste in processes
                                - Value stream mapping
                                • 1. Design-to-transition value streams
                                  • 2. Incident-to-resolution value streams
                                    Topic 5: Team Collaboration and Shift-Left Approach- Shift-left principles
                                    • 1. Early resolution of incidents
                                      • 2. Knowledge management empowerment
                                        - Collaborative practices
                                        • 1. Agile and DevOps integration
                                          • 2. Cross-functional teamwork

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q15-Q20):

                                            NEW QUESTION # 15
                                            Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

                                            Answer: A


                                            NEW QUESTION # 16
                                            An international e-commerce company is planning to launch a new mobile shopping application.
                                            During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

                                            Answer: D


                                            NEW QUESTION # 17
                                            An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

                                            Answer: C


                                            NEW QUESTION # 18
                                            A healthcare organization is implementing data analytics to analyze patient dat

                                            Answer: D


                                            NEW QUESTION # 19
                                            To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

                                            Answer: B,C

                                            Explanation:
                                            Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
                                            Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.


                                            NEW QUESTION # 20
                                            ......

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