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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Performance and Measurement- Continual improvement
  • 1. Feedback loops and reporting
    • 2. Improvement models and practices
      - Metrics and KPIs
      • 1. Service level metrics
        • 2. Performance indicators alignment
          Topic 2: 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. Guiding principles application
                • 2. Governance and value co-creation concepts
                  Topic 3: ITSM Practices in Create, Deliver and Support- Incident Management
                  • 1. Incident lifecycle and resolution
                    - Service Desk
                    • 1. User support and communication channels
                      - Change Enablement
                      • 1. Change control and risk assessment
                        - Problem Management
                        • 1. Root cause analysis and prevention
                          - Service Level Management
                          • 1. SLAs and service expectations
                            Topic 4: Team Collaboration and Shift-Left Approach- Collaborative practices
                            • 1. Agile and DevOps integration
                              • 2. Cross-functional teamwork
                                - Shift-left principles
                                • 1. Early resolution of incidents
                                  • 2. Knowledge management empowerment
                                    Topic 5: 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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q66-Q71):

                                            NEW QUESTION # 66
                                            Which is often included in an Agile approach to software development?

                                            Answer: C


                                            NEW QUESTION # 67
                                            Which statement about `service integration as a service' isCORRECT?

                                            Answer: A


                                            NEW QUESTION # 68
                                            A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
                                            However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

                                            Answer: D


                                            NEW QUESTION # 69
                                            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: D


                                            NEW QUESTION # 70
                                            A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

                                            Answer: C


                                            NEW QUESTION # 71
                                            ......

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