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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q64-Q69):

                                  NEW QUESTION # 64
                                  Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

                                  Answer: D


                                  NEW QUESTION # 65
                                  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: C


                                  NEW QUESTION # 66
                                  A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
                                  What is the BEST way to manage this issue?

                                  Answer: D


                                  NEW QUESTION # 67
                                  An organization has many team members who work independently and spend time on the work which interests them the most.
                                  Which recommendation is MOST applicable to this situation?

                                  Answer: A


                                  NEW QUESTION # 68
                                  When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                  Answer: C


                                  NEW QUESTION # 69
                                  ......

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