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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: 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
          Topic 2: Support and improve services25%- Performance measurement and improvement
          • 1. Continual improvement practices
            • 2. Metrics and monitoring
              - Service support and incident management
              • 1. Incident and problem management
                • 2. Service desk and request fulfilment
                  Topic 3: 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
                          Topic 4: 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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q78-Q83):

                                  NEW QUESTION # 78
                                  An organization experiences a high level of variation in the demand for its development services.
                                  The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

                                  Answer: A


                                  NEW QUESTION # 79
                                  In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
                                  Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

                                  Answer: A

                                  Explanation:
                                  The Incident Management practice owns the complete lifecycle of unplanned service disruptions.
                                  It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority matrices drive automated escalations. It also prescribes major-incident procedures, integrates knowledge- article recommendations into the resolution workflow, and enforces closure criteria once service restoration is verified.


                                  NEW QUESTION # 80
                                  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 # 81
                                  A large organization is planning to integrate multiple systems into its existing IT infrastructure.
                                  What approach should the organization consider to achieve effective integration?

                                  Answer: A


                                  NEW QUESTION # 82
                                  In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

                                  Answer: D

                                  Explanation:
                                  The Service Desk practice is accountable for the holistic ticket interface and lifecycle across all channels-whether human-entered, event-driven or self-service. It defines the unified taxonomy, status models, handoff rules, SLA targets, integration contracts (for Event Management feeds and CMDB enrichment), and deflection thresholds (leveraging Knowledge Management). By owning these elements, the Service Desk ensures consistency, traceability and a single point of control for all incoming work items, even as specialized practices contribute data and enrichment.


                                  NEW QUESTION # 83
                                  ......

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