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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: 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. Continual improvement practices
        • 2. Metrics and monitoring
          Topic 2: 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
                  Topic 3: Plan and build service value streams25%- Resource and capability management
                  • 1. Buy vs build and sourcing strategies
                    • 2. Planning and allocation
                      - Service value system and value streams
                      • 1. Designing value streams and workflows
                        • 2. Core concepts and principles
                          Topic 4: Create and develop services25%- Quality assurance and validation
                          • 1. Service level management
                            • 2. Testing and verification
                              - Service design and development practices
                              • 1. Service components and architecture
                                • 2. Requirements definition and specification

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q22-Q27):

                                  NEW QUESTION # 22
                                  An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

                                  Answer: C


                                  NEW QUESTION # 23
                                  To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

                                  Answer: D


                                  NEW QUESTION # 24
                                  A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                  Answer: C


                                  NEW QUESTION # 25
                                  An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

                                  Answer: C


                                  NEW QUESTION # 26
                                  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 # 27
                                  ......

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